Total Quality Management Gurus
(March 18, 1891 – March 11, 1967) was an American an American Physicist, Physicist, Engineer and and Statistician, Statistician, sometimes known as the Father of Statistical of Statistical Quality Control and aso reated to the Shewhart !yce.
Contributions work done Engineers at "e #ee$hone had %een working to im$ro&e the reia%iity o' their transmissions systems "siness dictated a need need to red redce ce the the 're* 're*enc encyy o' 'ai 'aires res and and re$ai re$airs rs to thei their r am$i am$i'i 'ier ers, s, conn connec ecto tors rs and and othe otherr e*i e*i$m $ment ent that that were were %ri %ried ed ndergrond "e #ee$hone had aready reai+ed that redcing &ariation &ariation in man'actring man'actring $rocesses wod ha&e a $ositi&e $ositi&e im$act on re$air costs At the same time the com$any determined that contina adstments in $rocess $arameters reacting to noncon'ormances rested in increased &ariation and a degradation o' *aity "e #ee$hone.s disco&eries in $rodct &ariation rested in the instittion o' an ins$ection $rogram, ensring s$eci'ication and *aity standards to a&oid sending de'ecti&e $rodcts to cstomers E&en thogh this $rogram was somewhat e''ecti&e, it was &ery costy to dea with ins$ecting and sorting o' 'inished goods "y 19/0, Shewhart determined the $ro%em o' &aria%iity in terms o' assigna%e case and chance case (eming re'erred to this as common case) 2n May 16, 19/0, Shewhart $re$ared $re$ared a memorandm memorandm o' ess than one $age in ength and 'orwarded it to his manager, 3eorge Edwards A%ot 145 o' the $age was de&oted to a sim$e diagram that we wod today recogni+e as a contro chart #his memorandm set 'orth the essentia $rinci$es and considerations that %ecame known as $rocess *aity contro Shewhart.s $rinci$e was that %ringing a $rocess into a state o' statistica contro wod aow the distinction %etween assigna%e and chance case &ariations "y kee$ing the $rocess in contro, it wod %e $ossi%e to $redict 'tre ot$t and to economicay manage $rocesses #his was the %irth o' the modern scienti'ic stdy o' $rocess contro
Principles advocated worked with rom the ate 195s onwards, Shewharts interests e$anded ot 'rom indstria *aity to wider wider concern concernss in science in science and andstati statistica stica in'erence in'erence #he #he tit titee o' his his seco second nd %ook %ook,, Statistical Method from the Viewpoint Viewpoint of Quality Control (1959 (1959) ) Shewhar Shewharts ts a$$roach a$$roach to statistics statistics was was radi radica ca yy di'' di''er eren entt 'rom 'rom that that o' many many o' his his cont contem em$o $ora rari ries es :e $oss $osses esse sedd a stro strong ng o$erationaist otook, argey a%sor%ed 'rom the writings o' $ragmatist o' $ragmatist $hioso$her $hioso$her !arence !arence ;r&ing
o' =ar Pearson (another Pearson (another committed o$erationaist) his ideas attracted itte enthsiasm within the Engish statistica tradition #he "ritish Standards nomina Standards nominay y %ased on his work, in 'act, di&erge on serios $hioso$hica and methodoogica isses 'rom his $ractice :is more con&entiona work ed him to 'ormate the statistica idea o' toerance inter&as and inter&as and to $ro$ose his data $resentation res, which are isted %eow> 1 ata ha&e ha&e no meaning meaning a$art 'rom 'rom their their contet contet / ata contain contain %oth signa and noise noise #o %e a%e to etract in'ormati in'ormation, on, one mst se$arate se$arate the signa 'rom the noise within the data ?ater ?ater Shewhart &isited &isited ;ndia ;ndia in 1907–1908 nder the s$onsorshi$ o' P ! Mahaano%is o' Mahaano%is o' the ;ndian Statistica ;nstitte ;nstitte :e tored the contry, hed con'erences and stimated interest in statistica *aity contro among ;ndian indstriaists
Experiences in TQM experts ;n 1958 his work came to the attention o' $hysicists o' $hysicists ? Edwards eming and eming and @aymond # "irge "irge #he two had %een dee$y intriged %y the isse o' measrement error in science and had $%ished a andmark $a$er in Reviews of Modern Physicsin 1950 2n reading o' Shewharts insights, they wrote to the orna to whoy recast their a$$roach in the terms that Shewhart ad&ocated #he enconter %egan a ong coa%oration %etween Shewhart and eming that in&o&ed work on $rodcti&ity on $rodcti&ity dring ?ord ?ar ;; and ;; and eming emings cham$ioning o' Shewharts ideas in a$an 'rom 19B onwards eming eming de&eo$ed de&eo$ed some o' Shewharts methodoogica $ro$osas arond scienti'ic in'erence and in'erence and named his synthesis the Shewhart cyce cyce
Education and Work :e attended the Cni&ersity o' ;inois at Cr%ana–!ham$aign %e'ore Cr%ana–!ham$aign %e'ore %eing awarded his doctorate in $hysics in $hysics 'rom 'rom the Cni&ersity o' !ai'ornia, "erkeey in "erkeey in 1917 Wiley Series in Mathematical Statistics, a roe that he maintained :e was 'onding editor o' the Wiley 'or twenty years, aways cham$ioning 'reedom o' s$eech and s$eech and con'ident to $%ish &iews at &ariance with his own
:is honors incded>
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onding mem%er, 'eow and $resident o' the ;nstitte o' Mathematica StatisticsD StatisticsD onding mem%er, 'irst honorary mem%er and 'irst Shewhart Medaist o' Medaist o' the American Society 'or aityD aityD
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eow and President o' the American Statistica AssociationD AssociationD
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eow o' the ;nternationa Statistica ;nstitteD ;nstitteD
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:onorary 'eow o' the @oya Statistica SocietyD SocietyD
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:oey meda o' meda o' the American Society o' Mechanica EngineersD EngineersD
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:onorary octor o' Science, ;ndian Statistica ;nstitte, ;nstitte, !actta !actta
amily :e married Edna Ei+a%eth :art, daghter o' ?iiam Fathanie and ;sa%ee G;%ieG
(2cto%er 10, 19 – ecem%er /, 1995) was an American Engineer, Statistician, Pro'essor, Athor,
Contributions work done ;n 1907, eming was in&o&ed in eary $anning 'or the 19B1 a$anese !enss #he Aied $owers were $owers were occ$ying a$an, a$an, and he was asked %y the Cnited States e$artment o' the Army to Army to assist with the censs :e was %roght o&er at the %ehest o' 3enera og oga ass MacA MacArt rth hr, r, who who grew grew 'r 'rst stra rate tedd at %eing %eing na%e to com$ete so mch as a $hone ca withot the ine going dead de to a$ans shattered $ost-war economy ?hie in a$an, his e$ertise in *aity contro contro techni techni*es *es,, com%in com%ined ed with with his in&o& in&o&eme ement nt in a$anese a$anese societ societyy, %roght %roght him an in&itation 'rom the a$anese Cnion o' Scientists and Engineers (CSE) CSE mem%ers had stdied Shewharts techni*es, and as $art o' a$ans reconstrction e''orts, they soght an e$ert to teach statistica contro rom ne–Agst 19B, eming trained hndreds o' engineers,
managers, and schoars in statistica $rocess contro (SP!) and conce$ts o' *aity :e aso condcted at east one session 'or to$ management (incding to$ a$anese indstriaists o' the ikes ikes o' Aki Akioo Mor Morita ita,, the the co'o co'on nde derr o' o' Sony Sony !or$) !or$) eming emings s message message to a$ans a$ans chie' chie' eecti&es was that im$ro&ing *aity *aity wod wod redce e$enses e$enses whie increasing increasing $rodcti&ity $rodcti&ity and and market share Perha$s the %est known o' these management ectres was dei&ered at the Mt :akone !on'erence !enter in Agst 19BA nm%er o' a$anese man'actrers a$$ied his techni*es widey and e$erienced hereto'ore nheard-o' e&es o' *aity and $rodcti&ity #he im$ro&ed *aity com%ined with the owered cost created new internationa demand 'or a$anese $rodcts eming decined to recei&e royaties 'rom the transcri$ts o' his 19B ectres, so CSEs %oard o' directors esta%ished theemin theemingg Pri+e Pri+e (ecem%er (ecem%er 19B) to re$ay him 'or his 'riendshi$ and kindness ?ithin a$an, the eming Pri+e contines to eert considera%e in'ence on the disci$ines o' *aity contro and *aity management
Principles advocated worked with eming o''ered orteen =ey Princi$es to managers 'or trans'orming %siness e''ecti&eness #he $oints were 'irst $resented in his %ook Out of the Crisis. ($ /5–/0) Athogh eming does not se the term in his %ook, it is credited with anching the #ota the #ota aity Management mo&ement Management mo&ement 1 !reate constancy constancy o' $r$ose $r$ose toward im$ro&ement im$ro&ement o' o' $rodct and ser&ice, ser&ice, with the the aim to %ecome com$etiti&e, to stay in %siness and to $ro&ide o%s / Ado$t the new $hioso$hy $hioso$hy ?e are in a new economic age ?estern ?estern management management mst awaken to the chaenge, mst earn their res$onsi%iities, and take on eadershi$ 'or change 5 !ease de$endence de$endence on ins$ection ins$ection to achie&e achie&e *aity *aity Eiminate Eiminate the need 'or massi&e massi&e ins$ection %y %iding *aity into the $rodct in the 'irst $ace 0 End the $ractice $ractice o' awarding %siness %siness on the %asis %asis o' a $rice tag ;nstead, ;nstead, minimi+e minimi+e tota cost Mo&e towards a singe s$$ier 'or any one item, on a ong-term reationshi$ o' oyaty and trst B ;m$ro&e constanty and 'ore&er the the system o' $rodction and ser&ice, to im$ro&e *aity and $rodcti&ity, and ths constanty decrease costs
6 ;nstit ;nstitte te trai trainin ningg on the the o% o% 7 ;nstitte ;nstitte eadershi$ eadershi$ (see Point Point 1/ 1/ and !h !h 8 o' Out of the Crisis) #he aim o' s$er&ision shod %e to he$ $eo$e and machines and gadgets do a %etter o% S$er&ision o' management is in need o' o&erha, as we as s$er&ision o' $rodction workers 8 ri ri&e ot ot 'ear, so 'ear, so that e&eryone may work e''ecti&ey 'or the com$any (See !h 5 o' Out of the Crisis ) 9 "reak down %arriers %arriers %etween %etween de$artments de$artments Peo$e Peo$e in research, research, design, saes, saes, and $rodction mst work as a team, in order to 'oresee 'ores ee $ro%ems o' $rodction and sage that may %e encontered with the $rodct or ser&ice 1Eiminate sogans, ehortations, and targets 'or the work 'orce asking 'or +ero de'ects and new e&es o' $rodcti&ity Sch ehortations ony create ad&ersaria reationshi$s, as the %k o' the cases o' ow *aity and ow $rodcti&ity %eong to the system s ystem and ths ie %eyond the $ower o' the work 'orce 1 Eiminate Eiminate work standards standards (*otas (*otas)) on the 'actory 'oor S%stitte with eadershi$ / Eim Eimin inat atee management %y o%ecti&e o%ecti&e Eiminate management Eiminate management %y nm%ers and nmerica goas ;nstead s%stitte with eadershi$ 11@emo&e %arriers that ro% the hory worker o' his right to $ride o' workmanshi$ #he res$onsi%iity o' s$er&isors mst %e changed 'rom sheer nm%ers to *aity 1/@emo&e %arriers that ro% $eo$e in management and in engineering o' their right to $ride o' workmanshi$ #his means, inter alia, a%oishment o' the anna or merit rating merit rating and and o' management management %y o%ecti&es (See o%ecti&es (See !h 5 o' Out of the Crisis) 15;nstitte a &igoros $rogram o' edcation and se'-im$ro&ement 10Pt e&ery%ody in the com$any to work to accom$ish the trans'ormation #he trans'ormation is e&ery%odys o%
Experiences in TQM experts eming eming was a $ro'esso $ro'essorr o' statis statistic ticss at Few Hork Hork Cni&ers Cni&ersity itys s gradat gradatee schoo schoo o' %siness administration (1906–1995), and taght at !om%ia Cni&ersitys Cni&ersitys gradate schoo o' %siness (1988–1995) :e aso was a constant 'or $ri&ate %siness ;n 1956, he stdied nder
Sir @onad isher and er+y and er+y Feyman at Feyman at Cni&ersity !oege,
Education and Work eming recei&ed a "S in Eectri Eectrica ca Enginee Engineerin ringg 'rom the Cni& Cni&er ersi sity ty o' ?yoming at
a'ter they were ado$ted %y a$anese indstry, as the 'oowing eam$e shows ord Motor !om$any was !om$any was simtaneosy man'actring a car mode with transmissions made in a$an and the Cnited States Soon a'ter the car mode was on the market, market, ord cstomers cstomers were re*esting re*esting the mode with a$anese transmission o&er the CS-made transmission, and they were wiing to wait 'or the a$anese mode.
amily "orn in Sio !ity, ;owa, ;owa, ?iiam Edwards eming was raised in Pok !ity, ;owa on ;owa on his grand grand'at 'ather her :enry :enry !o !o'' ''in in Edwa Edwards rdss s chick chicken en 'arm, 'arm, then then ate aterr on a 0-acr 0-acree (16 ha) ha) 'arm 'arm $rchased %y his 'ather in Powe, ?yoming ?yoming :e was the son o' ?iiam A%ert eming and Pma Pma ;rene ;rene Edwards Edwards :is $arents $arents were we edcated edcated and em$hasi+e em$hasi+edd the im$ortan im$ortance ce o' edcation to their chidren Pma had stdied in San rancisco and was a msician ?iiam A%ert had stdied mathematics and aw:e was a direct descendant o' ohn o' ohn eming eming (161B– 17B) an eary Pritan setter setter and origina origina $atentee o' the !onnectict !oony, !oony, and :onor #reat, the the dagh daghte terr o' o' @ic @ichar hardd #r #reat eat (1B80 (1B80–1 –1669 669)) an ear earyy Few Engand sett sette er, r, e$ty e$ty to the the !onnectict
(ecem%er (ecem%er /0, 190 – e%rary /8, /8) was a @omanian@omanian %orn American Engine Engineer er and Managem Management ent !onst !onstant ant :e was was an E&an E&ange gei ist st 'or 'or aity and aity and aity aity Management Management,, ha&ing written se&era %ooks on those s%ects
Contributions work done Pareto Principle
;n 1901, ran stm%ed across the work o' Ki'redo Pareto and Pareto and %egan to a$$y the Pareto Princi$e to Princi$e to *aity isses ('or eam$e, 8L o' a $ro%em is cased %y /L o' the cases) #his is aso known as Gthe &ita 'ew and the tri&ia manyG ;n ater years, ran $re'erred Gthe &ita 'ew and the se' manyG to signa the remaining 8L o' the cases shod not %e totay ignored Management Theory ?hen he %egan his career in the 19/s, the $rinci$a 'ocs in *aity management was on the *aity o' the end, or 'inished, $rodct #he toos sed were 'rom the "e system o' acce$tance acce$tance sam$ing, sam$ing, ins$ection $ans, and contro charts #he ideas o' rederick ?insow #ayor dominated dominated Juran is widely
:e $shed 'or the edcation and training o' managers or ran, hman reations $ro%ems were the ones to isoate and resistance and resistance to change was the root case o' *aity isses ran credits Margaret credits Margaret Meads Meads %ook Cultural Patterns and echnical echnical Chan&e 'or iminating the core $ro%em in re'orming %siness *aity 'rea(throu&h, which was $%ished in 1960, otining the isse :e wrote Mana&erial 'rea(throu&h rans conce$t o' *aity management etended otside the was o' the 'actory to encom$ass nonman'actring $rocesses, es$eciay those that might %e thoght o' as ser&ice reated or eam$e, in an inter&iew $%ished in 1997 he o%ser&ed> credited for adding the human dimension to quality management.
#he key isses 'acing managers in saes are no di''erent than those 'aced %y managers in other disci$ines Saes managers say they 'ace $ro%ems sch as G;t takes s too ongwe need to redce the error rateG #hey want to know, G:ow do cstomers $ercei&e sG #hese isses are no di''erent than those 'acing managers trying to im$ro&e in other 'ieds #he systematic a$$roaches to im$ro&ement are identica #here shod %e no reason or 'amiiar $rinci$es o' *aity and $rocess engineering wod not work in the saes $rocess The !uranTrilogy
ran was one o' the 'irst to write a%ot the cost o' $oor *aity#his *aity#his was istrated %y his Gran triogyG, an a$$roach to cross-'nctiona to cross-'nctiona management, management, which is com$osed o' three manageria $rocesses> *aity $anning, *aity contro, and *aity * aity im$ro&ement ?ithot ?ithot change, there wi %e a constant waste, dring change there wi %e increased costs, %t a'ter the im$ro&ement, margins wi %e higher and the increased costs get reco$ed
Trans"erring #uality knowledge between East and West
ring his 1966 &isit to a$an, ran earned a%ot the a$anese conce$t o' *aity circes, which circes, which he enthsiasticay e&angei+ed e&ange i+ed in the ?estran ?estran aso acted as a matchmaker %etween CS and a$anese com$anies ooking 'or ' or introdctions to each other
Principles advocated worked with ran 'onded the ran ;nstitte in 1979 #he ;nstitte is an internationa training, certi'ication, and consting com$any which $ro&ides training and consting ser&ices in *aity management,
Experiences in TQM experts #he end o' ?ord ?ar ;; com$eed a$an com$eed a$an to to change its 'ocs 'rom %ecoming a miitary $ower to %ecoming an economic one es$ite a$ans a%iity to com$ete on $rice, its consmer c onsmer goods man'actrers s''ered 'rom a ong-esta%ished re$tation o' $oor *aity #he 'irst edition o' rans Quality Control )and*oo( in in 19B1 attracted the attention o' the a$anese the a$anese Cnion o' Scientists and Engineers (CSE), Engineers (CSE), which in&ited him to a$an in 19B/ ?hen he 'inay arri&ed in a$an in 19B0, ran met with ten man'actring com$anies, nota%y Showa enko, enko, Fi$$on =Ngak, =Ngak, Foritake, Foritake, and #akeda #akeda Pharmacetica Pharmacetica !om$any !om$any :e aso ectred at :akone, :akone, ?aseda Cni&ersity, Cni&ersity, Osaka, Osaka, and =Nyasan and =Nyasan ring his i'e, he made ten &isits to a$an, the ast in 199 . ?orking inde$endenty o' ? o' ? Edwards eming (who 'ocsed on the se o' statistica $rocess contro), contro), ranwho 'ocsed on managing 'or *aitywent to a$an and started corses (19B0) in *aity *aity management #he training started with to$ and midde management management #he idea that to$ and midde and midde management needed training had 'ond resistance in the Cnited States or a$an, it wod take some / years 'or the training to $ay o'' ;n the 197s, a$anese $rodcts %egan to %e seen as the eaders in *aity #his s$arked a crisis in the Cnited States de to *aity isses in the 198s.
Education and Work ran eceed in schoo, es$eciay in Mathematics Mathematics :e was a chess cham$ion chess cham$ion at an eary age, and dominated chess at ?estern Eectric Eectric ran gradated 'rom Minnea$ois 'rom Minnea$ois Soth :igh Schoo in Schoo in 19/. ;n 19/0, with a "acheors a "acheors egree in egree in Eectrica Engineering 'rom Engineering 'rom the Cni&ersity
o' Minnesota, Minnesota, ran ran oined oined ?este ?estern rn Eectr Eectric icss :awthorne ?orks ?orks :is 'irst o% was tro%e shooting shooting in the !om$aint e$artment ;n 19/B, "e
amily ran was %orn in "rRia, @omania, @omania, one o' the si chidren %orn to a ewish co$e, ako% and 3ite ranD they ater i&ed in 3ra :mori :mori :e had three sisters> @e%ecca (nicknamed "etty), Miner&a, who earned a doctora degree and had a career in edcation, and !harotte :e had two %rothers> Fathan %rothers> Fathan : ran and @do$h, known as @dy @dy 'onded a mnici$a %ond com$any ;n 191/, he emigrated to America with America with his 'amiy, 'a miy, setting setting in Minnea$ois, Minnesota Minnesota ;n 19/6, he married Sadie Sha$iro ose$h and Sadie met in 19/0 when his sister "etty mo&ed to !hicago and he and Sadie met her Jon the trainD in his ato%iogra$hy he wrote o' meeting Sadie G#here and then ; was smitten and ha&e remained so e&er sinceG #hey were engaged in 19/B on ose$hs /1st %irthday 1B months ater they were married #hey had %een married 'or neary 8/ years when he died in /8 ose$h and Sadie raised 'or chidren (5 sons and 1 daghter) @o%ert, Sy&ia, !hares, and onad @o%ert was an award-winning news$a$er editor, and Sy&ia earned a doctorate in @ssian iteratre :e and Sadie cee%rated their 81st wedding anni&ersary in ne /7 #hey were %oth at the age o' 1/ at the time o' the e&ent ran died o' a stroke a stroke on on /8 e%rary /8, at the age o' 15 in @ye, in @ye, Few F ew Hork Hork :e was acti&e on his 15rd %irthday and was caring 'or himse' and Sadie who was in $oor heath when he died Sadie died on / ecem%er /8, at the age o' 15 years #hey were sr&i&ed %y their 'or chidren, nine grandchidren and ten great-grandchidrenran great-grandchidrenran e't a %ook that was 57L com$ete, which he %egan at age 98
(ne 18, 19/6 – Agst 18, /1) was a "sinessman and who ccoontri%ted ttoo Ma Management #h #heory aannd aity Ma Management Practices
Athor
Contributions work done #he maor contri%tion made %y !ros%y is indicated %y the 'act that that his his $hras $hrases es +ero +ero defects,$ ,&ettin& it ri&ht first time,$ and ha&e now now entere enteredd not not ony ony the the conformance conformance to re-uir re-uirement ements, s, ha&e &oca%ary o' *aity itse', %t aso the genera &oca%ary o' management ?hen !ros%ys name is not mentioned in the &ery same sentence as the %est-known *aity thinker, eming, then it wod certainy %e mentioned in the net !ros%ys $ractica and easy-to-read %ooks on *aity %ecame - and remain - %i%es to many, demysti'ying some o' the argon 'ormery associated with *aity *aity :is timing was $er'ect 'or the *aity mo&ement, mo&ement, and his writing writing has marketed marketed *aity to a wide adience !ros%y.s work on im$ro&ing *aity in organisations aid the 'ondations 'or more recent *aity toos, sch as> si sigma, ean $rocesses and %siness eceence ;n his 1980 %ook, Quality Without Te Tears ars , !ros%y de&eo$ed the idea o' a aity Kaccination Serm (or &accine) with the 'oowing ingredients> •
;ntegrity 'or the !hie' Eecti&e 2''icer, a managers and a em$oyees
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Systems 'or measring con'ormance, and edcating a em$oyees and s$$iers so that *aity, correcti&e action and de'ect $re&ention %ecome rotine
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!ommnications 'or identi'ying $ro%ems, con&eying $rogress and recognising achie&ement
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2$erations so that $rocedres, $rodcts and systems are $ro&en %e'ore they are im$emented and are then continay eamined
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Poicies that are cear, nam%igos and esta%ish the $rimacy o' *aity throghot the organisation
;n The eternally success"ul organi$ation (1988), a %roader a$$roach to im$ro&ements is re'ected, and !ros%y identi'ied 'i&e characteristics essentia 'or an organi+ation to %e sccess'> 1 Peo$e Peo$e rotin rotiney ey do do things things right right 'irst 'irst time time / !hange !hange is anti antici$ ci$ate atedd and sed sed to ad&an ad&antag tage e
5 3rowth 3rowth is is consis consisten tentt and and $ro'it $ro'ita% a%e e 0 Few $rod $rodct ctss and ser&i ser&ices ces a$$ea a$$earr when when needed needed B E&ery E&eryone one is is ha$$y ha$$y ttoo work work there there In perspective
#hroghot his work, !ros%ys thinking was consistenty characterised %y 'or a%sotes> 1 #he de'init de'inition ion o' *aity *aity is con'orma con'ormance nce to to re*ireme re*irements nts / #he system system o' *a *aity ity is $re&e $re&enti ntion on 5 #he $er'o $er'orma rmance nce stan standar dardd is +ero +ero de'e de'ects cts 0 #he measrem measrement ent o' *aity is the the $rice $rice o' non-con'ormance non-con'ormance
Principles advocated worked with aity, !ros%y em$hasised, is neither intangi%e nor immeasra%e ;t is a strategic im$erati&e that can %e *anti'ied *an ti'ied and $t %ack to work to im$ro&e the %ottom % ottom ine Acce$ta%e *aity or de'ect e&es and traditiona *aity contro measres re$resent e&idence o' 'aire rather than assrance o' sccess #he em$hasis, 'or !ros%y, is on $re&ention, not ins$ection and cre #he goa is to meet re*irements on time, 'irst time and e&ery time :e %eie&es that the $rime res$onsi%iity 'or $oor *aity ies with management, and that management sets the tone 'or the *aity initiati&e 'rom the to$ !ros%ys a$$roach to *aity is nam%igos ;n his &iew, good, %ad, high and ow *aity are meaningess conce$ts, and the meaning o' *aity is con'ormance to re*irements Fon-con'orming $rodcts are ones that management has 'aied to s$eci'y or contro #he cost o' non-con'ormance e*as the cost o' not doing it right 'irst time, and not rooting ot any de'ects in $rocesses Iero de'ects does not mean that $eo$e ne&er make mistakes, %t that com$anies shod not %egin with aowances or s%-standard targets with mistakes as an in-%it e$ectation ;nstead, work shod %e seen as a series o' acti&ities or $rocesses, de'ined %y cear re*irements, carried ot to $rodce identi'ied otcomes Systems S ystems that aow things to go wrong - so that those things ha&e to %e done again - can cost organisations %etween /L and 5BL o' their re&enes, in !ros%ys !ros %ys estimation
Experiences in TQM experts ;n 1979, !ros%y started the management consting com$any consting com$any Phii$ Phii$ !ros%y Associates, Associates, ;nc #his consting gro$ $ro&ided edcationa corses in *aity management %oth at their head*arters in ?inter Park, orida, orida, and at eight 'oreign ocations Aso in 1979, !ros%y $%ished his 'irst %siness %ook, Quality #s Free #his %ook wod %ecome $o$ar at the time %ecase o' the crisis in Forth American *aity ring the ate 197s and into the 198s, Forth American man'actrers were osing market share to a$anese $rodcts argey de to the s$erior *aity o' the a$anese goods !ros%ys res$onse to the *aity crisis was the $rinci$e o' doin& it ri&ht the first time (;@#) (;@#) :e aso incded 'or maor $rinci$es> 1 #he de'initio de'initionn o' *aity *aity is is con'ormance con'ormance to re*irements re*irements (re*ireme (re*irements nts meaning meaning %oth the $rodct and the cstomers re*irements) re*ire ments) / #he system system o' *a *aity ity is $re&e $re&enti ntion on 5 #he #he $er'o $er'orm rmanc ancee stand standar ardd is +ero de'ects (reati&e de'ects (reati&e to re*irements) 0 #he measre measremen mentt o' o' *ai *aity ty is is the the $rice $rice o' noncon'ormance :is %eie' was that an organi+ation that esta%ishes good *aity management $rinci$es wi see sa&ings retrns that more than $ay 'or the cost o' the *aity system> Gaity is reeG ;t is ess e$ensi&e to do it right the 'irst time than to $ay 'or rework and re$airs
Education and Work !ros%y was %orn in ?heeing, ?est ?est Kirginia, Kirginia, in 19/6 :e ser&ed in the Fa&y Fa& y dring ?ord ?ord ?ar ?ar ;; and again dring dr ing the =orean ?ar ?ar ;n %etween, he earned a degree 'rom the2hio the 2hio !oege o' Podiatric Medicine Medicine :is 'irst o% in the 'ied o' *aity was that o' test technician in the *aity de$artment at !rosey !or$oration in !or$oration in @ichmond, ;ndiana %eginning ;ndiana %eginning in 19B/ :e e't 'or a %etter-$aying $osition as reia%iity engineer at at "endi !or$oration in !or$oration in Mishawaka, ;ndiana in ;ndiana in 19BB, working on the @;M-8 #aos missie #aos missie :e e't a'ter ess than two years to %ecome senior *aity engineer at #he Martin !om$anys !om$anys new 2rando, new 2rando, orida organi+ation orida organi+ation to de&eo$ the Pershing missie #here he de&eo$ed the Iero e'ects conce$t e'ects conce$t :e e&entay rose to %ecome de$artment head %e'ore ea&ing 'or ;## !or$oration in !or$oration in 196B to %ecome director o' *aity As a rest o' the
interest shown in Quality is "ree , he e't ;## !or$oration to set $ his constancy com$any, Phii$ !ros%y Associates ;ncor$orated, and started to teach organisations *aity $rinci$es and $ractice as aid down in his %ook ;n 198B his com$any com$an y was 'oated 'or T5 miion ;n 1991 he retired 'rom Phii$ !ros%y Associates to anch !areer ;K ;nc, a constancy ad&ising on the de&eo$ment o' senior eecti&es
amily !ros%y was %orn at !edars o' 1 Sandra Sandra o rmmo rmmond, nd, a
caed %oin& My Own Way aeging emotiona and $hysica a%se a% se %y his 'ather Phii$ did not acce$t this and he ga&e an inter&iew to Fei "incow o' he %lo*e in 1999 stating> GMy dad was not the monster my ying %rother said he was, he was strict, %t my 'ather ne&er %eat s %ack and %e and my %rother 3ary 3ar y was a &icios, no-good iar 'or saying sa ying so ; ha&e nothing %t 'ond memories o' dad, going to stdios with him, 'amiy &acations at or ca%in in ;daho, %oating and 'ishing with him :e J3ary knew it Jthe %ook %oin& My Own Way wod generate a ot o' $%icity and that was the ony way he cod get his gy, no-taent 'ace on tee&ision and in the news$a$ers :e wrote it ot o' greed :e wanted to make money and knew that hmiiating or 'ather and %ackening his name was the ony way he cod do it My dad took care o' s 'rom a &ery eary age with a trst 'nd "t we %ew it a #o my dying day, ;. hate 3ary 'or dragging ad.s name throgh the md My dad was my hero ; o&ed him &ery mch And he o&ed a o' s too, incding 3ary :e was a great 'atherG
(July 13, 1915 - April 16, 199! was a a$anese 2rgani+ationa a$anese 2rgani+ationa #heorist, Pro'essor #heorist, Pro'essor at the acty o' Engineering at #he Cni&ersity #he Cni&ersity o' #okyo, #okyo, noted 'or his *aity management inno&ations
Contributions Contributions work done ;n 196 =aor ;shikawa introdced the conce$t o' *aity circes (a gro$ o' &onteers that meet to discss and im$ro&e organi+ationa $er'ormance), in association with CSE #his conce$t was the %eginning o' an e$eriment to 'ind ot what e''ect the Ueading hand. (3em%a-cho) wod ha&e on *aity es$ite the 'act that may organi+ations were a$$roached to take $art in the e$eriment, Fi$$on #ee$hone V #eegra$h #eegra$h were the ony enter$rise that wanted to $artici$ate in this stdy #he e$eriment was sccess' and *aity circes %ecame increasingy $o$ar aity circes are an essentia $art in the de&eo$ment o' the conce$t o' #ota #ota aity Management Manage ment (#M) (#M) As a rest o' the sccess o' the e$eriment, the conce$t and the many artices and %ooks that 'oowed, =aor ;shikawa %ecame more and more known within the word o' scienti'ic *aity management
Principles advocated worked with
;n 1909, ;shikawa oined the a$anese Cnion o' Scientists and Engineers (CSE) Engineers (CSE) *aity contro research gro$ A'ter ?ord ?ord ?ar ;; a$an ;; a$an ooked to trans'orm its indstria sector, which in Forth America was then sti $ercei&ed as a $rodcer o' chea$ wind-$ toys and $oor *aity cameras ;t was his ski at mo%ii+ing arge gro$s o' $eo$e towards a s$eci'ic common goa that was argey res$onsi%e 'or a$ans *aity-im$ro&ement initiati&es :e transated, integrated and e$anded the management conce$ts o' ? Edwards eming and eming and ose$h ose$h M ran into ran into the a$anese system
Experiences in TQM experts A'ter %ecoming a ' $ro'essor in the acty o' Engineering at #he Cni&ersity o' #okyo (196) ;shikawa introdced the conce$t o' *aity o' *aity circes (196/) in connction with CSE #his conce$t %egan as an e$eriment to see what e''ect the Geading handG (3em%a-cho) cod ha&e on *aity ;t was a natra etension o' these 'orms o' training to a e&es o' an organi+ation (the to$ and midde managers ha&ing aready %een trained) Athogh many com$anies were in&ited to $artici$ate, ony one com$any at the time, Fi$$on time, Fi$$on #ee$hone V #eegra$h, #eegra$h, acce$ted aity circes wod soon %ecome &ery $o$ar and 'orm an im$ortant ink in a com$anys #ota aity Management system Management system ;shikawa wod write two %ooks on *aity circes (QC Circle /oryo and )ow to Operate QC Circle Circle 0ctivities) Among his e''orts to $romote *aity were the Anna aity !ontro !on'erence 'or #o$ Management (1965) and se&era %ooks on *aity contro (the %uide to Quality Control was was transated into Engish) :e was the chairman o' the editoria %oard o' the monthy Statistical Quality Control. ;shikawa was in&o&ed in internationa standardi+ation acti&ities
Education and Work ;n 1959, =aor ;shikawa o%tained his Master.s degree (MSc) in a$$ied chemistry 'rom the Cni&ersity o' #okyo ;n 196, =aor ;shikawa o%tained his doctorate 'rom the Cni&ersity o' #okyo :e o%tained a doctorate (Ph) in mechanica engineering with his doctora thesis USam$ing o' !oa. A'ter he had com$eted his stdies, =aor ;shikawa ser&ed in the Fa&y (1959-1901) and then oined Fissan
another grond %reaking de&eo$ment and $resented the 'irst conce$t o' the;shikawa the;shikawa diagram diagram #his generic mode he$s determine root cases o' $ro%ems ;n 1907 =aor ;shikawa wanted to retrn to science and he started working as a $ro'essor at the Cni&ersity o' #okyo ;n 1909 =aor ;shikawa oined the Ua$anese Ua$anese Cnion o' Scientists and Engineers (CSE)., (CSE)., a *aity contro research gro$ A'ter the Second ?ord ?ord ?ar, ?ar, the economy and indstria sector changed in a$an =aor ;shikawa met ?iiam ?iiam Edwards eming and eming and ose$h M ran and together they de&eo$ed &arios management conce$ts that integrated with the isses o' the a$anese market •
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197/ American Society 'or aity aitys Egene < 3rant Award Award 1977 "e @i%%on Meda %y the a$anese 3o&ernment 'or achie&ements in indstria standardi+ation 198/ ?a ?ater ter A Shewhart Meda 1988 Awarded the 2rder o' the Sacred #reasres, #reasres, Second !ass, %y the a$anese go&ernment
amily "orn in #okyo, "orn kyo, the the ode odest st o' the eigh eightt son sons o' ;chi ;chiro ro ;shi ;shika kawa wa ;n 1959 1959 he gradated Cni&ersity o' #okyo #okyo with with an engineering degree in a$$ied chemistry A'ter gradating 'rom the Cni&ersity o' #okyo he worked as a na&a technica o''icer 'rom 1959-1901 "etween 1901-1907 ;shikawa worked at the Fissan the Fissan
(A$ri 6, 19// – Fo&em%er 15, /10) was an American *aity contro e$ert contro e$ert and %sinessman :e de&ised the conce$t o' #ota aity !ontro, !ontro, ater known as #ota aity Management (#M) Management (#M)
Contributions work done :is contri%tions to the *aity %ody o' knowedge incde> G#o #ota ta *aity contro contro is is an e''ecti&e system 'or integrating the *aity de&eo$ment, *aity maintenance, and *aity im$ro&ement e''orts o' the &arios gro$s in an organi+ation so as to ena%e $rodction and ser&ice at the most economica e&es which aow ' cstomer satis'actionG •
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#he conce$t o' a GhiddenG $antthe idea that so mch etra work is $er'ormed in correcting mistakes that there is e''ecti&ey a hidden $ant within any 'actory
Acconta%iity 'or *aity> "ecase *aity is e&ery%odys o%, it may %ecome no%odys o%the idea that *aity mst %e acti&ey managed and ha&e &isi%iity at the highest e&es o' management #he conce$t o' *aity costs
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Armand K eigen%am is aso known 'or his conce$t o' the Whidden $antW #hat is – in e&ery 'actory a certain $ro$ortion o' its ca$acity is wasted throgh not getting it right the 'irst time r eigen%am *oted a 'igre o' $ to 0L o' the ca$acity o' the $ant %eing wasted At that time, this was an n%eie&a%e 'igreD e&en today some managers are sti to earn that this is a 'igre not too 'ar remo&ed 'rom the trth #he eements o' tota *aity to ena%e a totay cstomer 'ocs (interna and eterna) aity is the cstomers $erce$tion o' what *aity is, not what a com$any thinks it
is
aity and cost are the same not di''erent
aity is an indi&ida and team commitment
aity and inno&ation are interreated and mtay %ene'icia
Managing aity is managing the %siness
aity is a $rinci$a
aity is not a tem$orary or *ick 'i %t a continos $rocess o' im$ro&ement
Prodcti&ity gained %y cost e''ecti&e demonstra%y %ene'icia aity in&estment
;m$ement aity %y encom$assing s$$iers and cstomers in the system
Principles advocated worked with :e de&eo$ed the W#ota aity !ontroX conce$t whie concrrenty concrr enty at 3E :e introdced the conce$t 'irst ' irst in an artice in 1906 1906 ;n 19B1, whie a doctora stdent at M;#, r eigen%am wrote the 'irst edition o' his %ook #ota aity !ontro :e esta%ished the $rinci$es o' #ota #ota aity Management (W#MX), the a$$roach to *aity and $ro'ita%iity that has $ro'ondy in'enced management strategy and $rodcti&ity in the com$etition 'or word markets in the Cnited States, Ero$e, Asia,
Experiences in TQM experts #he se&era editions o' #ota aity !ontro ha&e %een $%ished in more than twenty angages incding rench, 3erman, a$anese, !hinese, S$anish and @ssian, and are widey sed throghot the word as a 'ondation 'or management $ractice r eigen%am.s esta%ishment o' 3enera Systems with his %rother onad, made it $ossi%e 'or him to 'rther re'ine #M and widey %ring to many com$anies and organi+ations the %ene'its o' the tota *aity and management $ractices he had de&eo$ed #his has %roght %r oght demonstra%e economic, en&ironmenta and socia %siness %ene'its to these com$anies and their cstomers, and corres$ondingy to America.s economy E*ay im$ortant, 'ar more than 3enera Systems !om$any cients ha&e %ene'itted 'rom his inteect, creati&ity and e$erience :e co-athored #he Power o' Management !a$ita with his %rother and %siness $artner, onad S eigen%am (see %io), a 'ormer 3E engineer and manager, setting a new direction 'or inno&ation in management in the twenty 'irst centry not ony in indstry %t aso in heath care, edcation, $%ic administration and technoogy #he %ook has %een transated into a$anese, !hinese, "ra+iian Portgese, Ara%ic, in se&era other angages and an edition in ;ndia r eigen%am has %een ece$tionay generos, sharing his conce$ts, $rocesses and im$ementation knowedge throgh nmeros %ooks, artices, inter&iews, keynotes and eadershi$ as President o' sch gro$s as the American Society 'or aity (AS) and the ;nternationa Academy 'or aity (;A) :e is we known, highy &isi%e, re&ered wordwide, and his name n ame in synonymos with W#ota aityX aityX :e is considered one o' the ?ord.s ?ord.s W3rs o' aityX
Prior to assming his res$onsi%iities at 3enera Systems !o, eigen%am was the manager o' wordwide man'actring o$erations and *aity contro 'or the 3enera Eectric !o eigen%am is recogni+ed as an inno&ator in the area o' *aity cost management :is was the 'irst tet to characteri+e *aity costs as the costs o' $re&ention, a$$raisa, and interna and eterna 'aire eigen%ams in&o&ement in AS was ca$$ed %y two consecti&e terms as $resident (1961-1965) 'oowing ser&ice 'rom 19B8 to 1961 as a &ice $resident :e has aways %een concerned with the esta%ishment o' *aity contro as a $ro'essiona disci$ine within the %siness and engineering words, and dring these years he was an ots$oken $ro$onent o' this
case As &ice $resident o' $ro'essiona de&eo$ment in 19B9, he was chair o' a s$ecia AS committee that aid the 'ondation 'or ongoing work in $ro'essiona de&eo$ment :e $ayed an acti&e roe in raising the e&e o' im$ortance o' *aity contro, and was instrmenta in de'ining ASs ASs im$orta im$ortant nt adienc adiences> es> indst indstria ria managem management ent,, go&ernm go&ernment ent,, academi academicia cians, ns, and the consmer
Education and Work r Armand K eigen%am, the de&eo$er o' W#ota aity !ontroX conce$t, was President and !E2 o' 3enera Systems !om$any, which he 'onded in 1968 ;n /8, r eigen%am was $resented with the Fationa Meda o' #echnoogy and ;nno&ation %y President "sh at a ceremony at the East ?ing o' the ?hite :ose #he Fationa Meda is the highest honor 'or technoogica technoogica achie&ement achie&ement %estowed %estowed on America.s America.s eading inno&ators ;n recognition recognition o' Ghis Ghis origin originati ation on and im$em im$ementa entatio tionn o' %asic %asic 'ondat 'ondation ionss 'or modern modern *ait *aityy contro contro,G ,G eigen%am was awarded ASs Edwards Meda 'or 196B :e aso recei&ed the Fationa Secrity ;ndstria Association Award o' Merit 'or eadershi$ in de'ense o' the nation :e has %een a mem%er o' the Ad&isory 3ro$ o' the CS Army, Army, genera chairman o' a system-wide e&aation o' *aity assrance acti&ities o' the Army Materie !ommand, and a constant with the ;ndstria !oege o' the Armed orces :e was awarded the onders Meda %y Cnion !oege, where he recei&ed his ndergradate degree eigen%am eigen%am is a 'eow o' the American American Association Association 'or the Ad&ancement Ad&ancement o' Science, Science, a i'e mem%er o' the ;nstitte o' Eectrica and Eectronics Engineers, and a i'e mem%er o' the American Society o' Mechanica Engineers :e recei&ed a doctorate and a master o' science degree 'rom the Massachsetts ;nstitte o' #echnoogy eigen%ams di&erse achie&ements and many awards testi'y to his $ro'ond in'ence on management strategy in the com$etition 'or word markets, and to the timeess good sense o' tota *aity contro eigen%am recei&ed a %acheors degree 'rom Cnion !oege, !oege, his masters degree 'rom the M;# Soan Schoo o' Management, Management, and his Ph his Ph in in Economics 'rom M;# M;# :e was irector o' Man'ac Man'actr tring ing 2$erati 2$erations ons at 3enera Eectric Eectric (19B8–1 (19B8–1968) 968),, and was ater ater the Preside President nt and !E2 and !E2 o' o' 3enera Systems !om$any o' Pitts'ied, Pitts'ied, Massachsetts, Massachsetts, an engineering 'irm that designs designs and insta instas s o$erati o$erationa ona systems systems eigen eigen%am %am wrote se&era se&era %ooks %ooks and ser&ed ser&ed as President President o' the American Society 'or aity (1961–1965) aity (1961–1965) 2n Fo&em%er 15, /10, he died at the age o' 9/
(anary 1, 19/0 - ne /, /1/) was an Engineer and and Statistician
Contributions work done rom the 19Bs onwards, #agchi de&eo$ed a methodoogy 'or a$$ying statistics a$$ying statistics to im$ro&e im$ro&e the *ait *aityy o' man'ac man'actre tredd goods #agchi gchi meth method odss ha&e %een een contr ntro&e o&ersia sia among some con&entiona ?estern statisticians, %t others ha&e acce$ted many o' conce$ts introdced %y him as &aid etensions to the %ody o' knowedge
the
#agchi #agchi has made a &ery in'entia contri%tion to indstria statistics =ey eements o' his *aity $hioso$hy incde the 'oowing> 1 #agchi #agchi oss 'nction 'nction,, sed to measre 'inancia oss to society resting 'rom $oor *aityD / #he #he $hi $hioso oso$hy $hy o' off1line -uality control , designing $rodcts and $rocesses so that they are insensiti&e (Gro%stG) to $arameters otside the design engineers controD and 5 ;nno&at ;nno&ation ionss in the stati statisti stica ca design o' e$eriments, e$eriments, nota%y the se o' an oter array 'or 'actors that are ncontroa%e in rea i'e, %t are systematicay &aried in the e$eriment :ere are some o' o ' the maor contri%tions that #agchi has made to the *aity * aity im$ro&ement word> •
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#he
consming $rocess #agchi de&ised a way to se orthogona arrays to isoate these noise 'actors 'rom a others in a cost e''ecti&e manner •
@o%stness - Some noise 'actors can %e identi'ied, isoated and e&en eiminated %t others cannot or instance it is too di''ict to $redict and $re$are 'or any $ossi%e weather condition #agchi there'ore re'erred to the a%iity o' a $rocess or $rodct to work as intended regardess o' ncontroa%e otside in'ences as ro%stness :e was $i&ota in many com$anies de&eo$ment o' $rodcts and $rocesses $roc esses which $er'orm ni'ormy regardess o' ncontroa%e 'orcesD an o%&iosy %ene'icia ser&ice
Principles advocated worked with 3enichi #agchi stressed *aity right 'rom the design stage and not st as an ins$ection ;n short, he %eie&ed *aity was reated to $rocess design r 3enichi #agchi was %orn in 19/0 in a$an ;nitiay, he ser&ed the Astronomica e$artment o' the Fa&igation ;nstitte o' the ;m$eria a$anese Fa&y dring the Second ?ord ?ar
Experiences in TQM experts
;n 19B, he oined the Eectrica !ommnications
Education and Work "orn on the 'irst day o' 19/0, 3enichi #agchi stdied tetie engineering at =iry #echnica !oege A'ter ??;; he worked 'or the a$anese Ministry o' P%ic :eath and ?e'are and condcted the nations 'irst stdy on heath and ntrition :e aso a$$ied his *aity im$ro&ement knowedge at Morinaga Pharmacetica and e&en worked 'or a candy maker, Morinaga Sieka, to redce the meting $ro$erties o' carame at room tem$eratre. #agchi is 'amos 'or his $ioneering methods o' modern *aity contro and ow-cost *aity engineering :e is the 'onder o' what has come to %e known as the #agchi method,
which seeks to im$ro&e $rodct *aity at the design stage %y integrating *aity contro into $rodct design, sing e$eriment and statistica anaysis :is methods ha&e %een said to 'ndamentay change the $hioso$hy and $ractice o' *aity contro .
%onours •
96 - "illard #. $oc%well &edal of &edal of the 'nternational (echnology 'nstitute
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199 - 'ndigo $i))on from $i))on from the *mperor of Japan
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199+ - onoured as a uality uru )y the /ritish 0epartment of (rade and 'ndustry
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1995 - onorary mem)er of the Japanese ociety of uality 2ontrol
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199 - Automoti4e - Automoti4e all of #ame 'nductee #ame 'nductee
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199 - onorary mem)er of the American ociety for uality uality 7
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199 - onorary mem)er of the American ociety of &echanical &echanical *ngineers
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1999 - onorary president of the $o)ust uality *ngineering ociety 8Japan
amily #agchi was %orn and raised in the tetie town o' #okamachi #okamachi,, in Fiigata in Fiigata Pre'ectre Pre'ectre :e initiay stdied tetie Engineering Engineering at at =iry #echnica !oege with !oege with the intention o' entering the amiy =imono =imono "siness:owe&er, "siness:owe&er, with the escaation o' ?ord o' ?ord ?ar ;; in ;; in 190/, he was dra'ted into the Astronomica e$artment o' the Fa&igation ;nstitte o' the ;m$eria a$anese Fa&y Fa&y
