PowerPoint Presentation

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[Audio] In our discussion on quality engineering and assurance, we will focus on the evolution of quality and key concepts relevant to its importance in the modern business world. Deming's PDCA cycle, which stands for Plan, Do, Check, and Act, is crucial for continuous improvement and maintaining high quality standards in any organization. Another important distinction to make is the difference between "little q" and "big Q" quality. "Little q" quality refers to the specific features and characteristics of a product or service, while "big Q" quality refers to the overall satisfaction and value it provides to the customer. Total Quality Management (TQM) is a management approach that emphasizes ongoing process improvement and engaging all employees in the pursuit of quality. This method is essential in fostering a culture of quality within an organization. We will also delve into the contrasting viewpoints of quality, with the traditional belief that it is the sole responsibility of the quality control department, and the modern perspective where quality is a shared responsibility and a critical aspect of a company's success. By understanding these concepts, we can gain a deeper understanding of the importance of quality engineering and assurance in achieving organizational excellence..

[Audio] The focus of our discussion is on quality engineering and quality assurance. To summarize, quality can be seen from various angles and has progressed over time. However, its fundamental purpose is to provide value to our clients. In this presentation, we will examine the five perspectives of quality, its development, and the main aspects that contribute to a high-quality product or service. Let's delve into the essential connection between quality and value..

[Audio] We will now discuss the concept of Quality Assurance on slide number 4. Quality Assurance involves planned and systematic activities within a quality system to ensure a product or service meets necessary quality requirements. In simpler terms, it is a process to guarantee a high-quality end result. We will continue to explore more about Quality Engineering and Quality Assurance in the following slides..

[Audio] The concept of quality has drastically evolved over time. It has transformed from a simple measure of customer satisfaction to a complex system that involves continuous improvement and strict standards. Quality engineering and quality assurance play a crucial role in achieving this goal. They involve taking deliberate actions to ensure that consumers are provided with products of the appropriate quality. This includes both goods and services, as the ultimate goal is customer satisfaction. Deming's PDCA cycle, which stands for Plan-Do-Check-Act, is a widely recognized model for quality improvement. It emphasizes the importance of planning, executing, checking the results, and taking corrective action in a continuous cycle. In the world of quality, there is a distinction between "little q" and "big Q" quality. While "little q" refers to the quality of individual products, "big Q" encompasses the overall quality of an entire organization. This is where Total Quality Management (TQM) comes into play. TQM focuses on eliminating defects and continuously improving processes through the involvement of all employees. Moving forward, it is essential to grasp the difference between the old and new perspectives on quality. Embracing the new perspective can lead to significant advancements in the field of quality assurance. Quality assurance is all about taking action to ensure that consumers receive products of the appropriate quality. As we will see throughout this presentation, there are various strategies and approaches that can be implemented to achieve this goal. Let's now delve deeper into the topic of quality assurance in our next slides..

[Audio] In this presentation, we will discuss the fundamental principles of quality engineering and quality assurance. The concept of quality has become a vital part of successful businesses and organizations, and has evolved over time. Today, we will focus on Deming's PDCA cycle, which stands for Plan, Do, Check, Act. This is a continuous process of improvement, where small changes are made and audited to achieve the desired results. The first step is to plan, by identifying areas for improvement and determining the needed level of quality. Both "little q" quality, which refers to specific processes and products, and "big Q" quality, which focuses on the overall system and culture, play a role in this stage. Next, we move on to the action phase, where we implement the planned changes to improve our products and processes. After implementation, it is crucial to check and evaluate the results, in order to see what has been learned and to assess the impact of the changes on overall quality. Finally, we must continuously audit and monitor the changes to ensure they are being sustained and are providing the desired results. Quality is an ongoing process that requires constant attention and effort. By following the PDCA cycle, we can continuously improve and maintain high levels of quality within our organization. Let's now move on to slide number 7..

[Audio] In our discussion on quality engineering and quality assurance, it's essential to understand the concept of little q and big Q. Little q refers to the quality of a product or service within a specific manufacturing process, while big Q focuses on the overall management of quality within an organization. Big Q involves building long-term relationships, developing a quality-focused strategy, continuously measuring performance and analyzing data, and rewarding and training employees to maintain high standards of quality. On the other hand, little q is focused on the specific quality of each product or service, including design, delivery, and customer satisfaction. Keeping both little q and big Q in mind is crucial for overall quality within an organization. In our next discussion, we will explore the concept of total quality management..

[Audio] In our discussion on quality engineering and quality assurance, the concept of total quality is important to understand. It involves the unyielding and continual effort by all members of an organization to understand, meet, and exceed customer expectations. Total quality is a mindset that drives a relentless pursuit of excellence in all areas of a company's operations. Procter & Gamble is a prime example of a company that embodies the principles of total quality. They are committed to constant improvement and delivering the best products, resulting in a reputation for high-quality and trusted products. In today's fast-paced and competitive business world, the significance of total quality cannot be overstated. It sets companies apart and drives their success. By continuously striving to understand and meet the needs of customers, organizations can build strong relationships and a positive reputation in the market. As we continue, let's remember the idea of total quality and how it can benefit our organization. It is not a one-time effort, but a continuous journey towards excellence..

[Audio] This presentation will cover the concept of Total Quality Management. It was originally coined by the U S Naval Air Systems Command in order to adopt a more Japanese style of quality improvement. The key principle of Total Quality Management is the participation of all levels of an organization, from upper management to front-line staff, in constantly striving for better quality in products, services, and overall organizational culture. This proactive and cooperative approach has shown to be highly successful in cultivating a culture of excellence and continuous improvement. We will now examine the evolution of this concept and its significance in today's business world..

Total Quality Management. The aircraft maker three years ago, embraced ‘Total Quality Management,’ a Japanese import that had become the American business cult of the 1980s ... At Douglas, TQM appeared to be just one more hothouse Japanese flower never meant to grow on rocky ground.

[Audio] This slide features a quote from the editor of Quality Digest, stating that TQM is not dead and that failures in TQM only highlight the existence of bad management. This brings up an interesting perspective on the topic of quality engineering and assurance. While some argue that newer methods have replaced TQM, this quote suggests that TQM is still relevant and necessary. It is not TQM that has failed, but rather the failure of bad management to properly implement and utilize TQM principles. This emphasizes the significance of strong leadership and effective management in achieving and maintaining quality within an organization. Let us continue to explore the evolution of quality and different perspectives on its importance as we progress through this presentation..

[Audio] In slide number 12, we will discuss the old versus new perspectives on quality. Over time, quality engineering and quality assurance have evolved, resulting in changes in how we perceive quality. In the past, quality was seen as a costly investment, with the belief that the expenses involved in ensuring quality were too high. However, in the new perspective, quality is seen as an investment that leads to lower costs in the long run. Having higher quality results in fewer defective units, less rework, and less waste, leading to lower costs and higher profits. This shift in mindset emphasizes the importance of prioritizing quality in all aspects of a business. Let's examine the differences between the old and new views on quality in the table on this slide. As we continue our meeting, it is crucial to keep these perspectives in mind as we strive for continuous improvement and excellence in our work. We will now move on to the next topic..

[Audio] Slide 13 compares the old and new views on quality. According to the table, the old perspective believed that high quality hindered production and decreased productivity. However, the new view recognizes that higher quality actually improves productivity. This is due to fewer defective units, resulting in increased productivity. This change in mindset emphasizes the significance of quality engineering and assurance in the modern business world. Let's move on to the next slide to further explore this topic..

[Audio] The different approaches to achieving quality in the old and new perspectives can be seen in the data presented in the table. In the past, quality was attained through mass inspection with the belief that thorough inspection would catch all defects. However, the new perspective emphasizes on preventing defects instead of solely detecting them. This is supported by the saying that quality cannot be inspected into a product. Moreover, there has been a change in the approach towards suppliers and materials. In the past, short term contracts and purchasing from the lowest bidder were common. But now, there is a trend towards forming long-term partnerships and purchasing based on quality rather than just price. This shift in mindset and approach is crucial for achieving true quality engineering and assurance. It is necessary for us to adapt and embrace this new perspective in order to continuously improve and maintain quality excellence..

[Audio] We are now on slide number 15 in our exploration of quality engineering and assurance. This slide shows a comparison between the old and new perspectives on quality. The table has two columns, one for the old perspective and one for the new. The old perspective viewed a large inventory as a safety net and had a "just in case" mindset. However, the new perspective favors minimizing inventory and following a just-in-time approach. Moving to the next row, the old perspective saw having multiple suppliers for each part as an insurance policy. But in the new perspective, having one long-term partner supplier for each part is preferred. Additionally, the old perspective placed the responsibility for quality solely on production or the quality department. However, the new perspective of total quality management recognizes that quality is the responsibility of everyone in the organization. This shift from "little q" quality to "big Q" quality is a crucial part of the evolution of quality. Let's move on to our next slide as we dig deeper into the topic..

[Audio] We have reached slide number 16, where we will be discussing the evolution of quality and the different perspectives on this topic. The table on this slide compares the old and new approach to quality. The old perspective, known as "goal post" thinking, focused on meeting specifications and adhering to a "zero defects" policy, as stated by Phil Crosby. In contrast, the new perspective, represented by Taguchi, emphasizes continuous improvement and delivering the best possible product or service. This shift highlights the importance of constantly aiming for higher levels of performance, rather than simply meeting a predetermined target. As we continue our meeting, let's keep this in mind and explore the significance of quality engineering and assurance..

Improved quality of design Higher perceived ValtJe Increased market share Improved quality of conformance Lower manufacturing and service costs Higher prices Increased revenues Higher profitability.

[Audio] Slide 18 will delve into the connection between quality and value, as it is widely known that better design quality ultimately leads to a higher perceived value. This can justify an increase in prices, resulting in a larger market share for businesses. As a result, companies can experience a rise in revenues. However, the impact of quality and value extends beyond just perceived value. Improved quality of conformance can have a direct effect on cost and profitability dynamics. By lowering manufacturing and service costs, a company can significantly increase its profitability. When combined with the increased revenues from a larger market share, this can lead to even greater profitability for the business. Quality and value are intertwined and prioritizing both can greatly contribute to a company's success in the market. Now, let's move on to slide 19 to further explore this topic..

[Audio] In the late 20th century, independent organizations developed standards for implementing quality, a crucial step in the evolution of quality. These standards, known as Total Quality Management (TQM), emphasized a customer-focused approach and continuous improvement. This represented a shift towards a focus on every aspect of a product or service in pursuit of excellence, known as "big Q" quality. Let's examine the key principles of TQM and how they differ from the previous "little q" approach to quality..

[Audio] In our discussion on quality engineering and assurance, we will now focus on the benefits of a quality management system, or QMS. Slide number 20 highlights some key advantages of implementing a QMS within an organization. One benefit is the ability to meet customer requirements, which is essential in today's competitive market. By consistently meeting and exceeding customer expectations, an organization can establish a strong and loyal customer base. Another benefit of a well-implemented QMS is the confidence it instills within the organization. This comes from knowing that processes and procedures are in place to ensure consistent, high-quality products or services. This can lead to satisfied customers and the potential for more customers, resulting in increased sales and higher profits. A QMS can also contribute to resource efficiency by identifying and eliminating waste, leading to time and cost savings. Furthermore, a QMS sets the foundation for expansion and growth. With a robust and effective quality management system in place, an organization can confidently adapt and grow to meet changing market demands and customer needs. Slide number 20 reminds us of the many benefits a QMS can bring to an organization. Let's continue our journey as we explore the key principles and strategies for quality engineering and assurance..

[Audio] Quality has evolved and become a vital aspect of organizations, not only meeting customer expectations but also continuously improving processes and systems. This is where quality engineering and quality assurance come in, with quality engineering designing products and services to meet customer needs and quality assurance ensuring the desired level of quality is achieved. Dr. W. Edwards Deming introduced the PDCA cycle - Plan, Do, Check, Act, serving as a framework for continuous improvement and widely adopted in quality management. The terms 'little q' and 'big Q' refer to the quality of a specific product and the overall quality of an organization. Total quality management is a management approach that focuses on continuous improvement and involves everyone in the organization. It is a philosophy that emphasizes the role of quality in every aspect of the business. The shift in mindset from detecting and correcting defects to preventing them has led to a more proactive and continuous approach towards quality. These are the foundations of quality management that must be implemented for sustained success in organizations. Let's now move on to the next slide to explore the principles of quality management..

[Audio] Today, we will discuss the comparison between services and manufacturing in quality engineering and assurance. The table on this slide shows the key differences in customer needs and measurements, customization, and output tangibility. Services are subjective and difficult to measure, as they are defined by customer needs. In contrast, manufacturing has clear and objective performance standards based on design specifications set by the company. For example, a hotel guest's comfort level is a service's measurement, while the thickness of a steel plate is a manufacturing measurement. Services often have a high degree of customization to meet individual needs, such as legal advice tailored to a client, while manufacturing focuses on uniformity with less customization, like mass-produced smartphones. Additionally, services produce intangible outputs that are assessed against subjective expectations, while manufacturing produces tangible and visible products that are measured against specific design specifications. For instance, the enjoyment of a theatrical performance is subjective for services, while the weight of a packaged food item is an objective measure for manufacturing. Being aware of these differences can help us approach quality engineering and assurance in our respective industries. Let's continue our discussion and explore how these differences can be applied in our own work..

[Audio] Slide number 23 focuses on the aspects of services and manufacturing. These two industries have distinct characteristics that differentiate them from each other. The first aspect we will look at is the simultaneity of production and consumption. In services, the product is produced and consumed simultaneously, making storage and inspection prior to delivery not possible. A prime example of this is dining at a restaurant, where the food is prepared and served immediately to the customer. In contrast, manufacturing involves first producing the product and then consuming it at a later time. This allows for the product to be stored, inventoried, and inspected before delivery. For example, when buying a car from a dealership. The next aspect we will discuss is customer involvement. In services, customers are often involved in the process and may even be present during service delivery. For instance, in a fitness class, customers actively participate in the service provided. On the other hand, in manufacturing, the production is usually performed away from the customer. This can be seen in the production of electronics in a factory, where customers are not directly involved. Now, let's consider the intensity of these two industries. In services, the process is labor-intensive, and the quality of human interaction is crucial. This means that customer satisfaction is heavily dependent on the quality of service provided by human workers. Healthcare services provided by nurses and doctors are an example of this. On the other hand, manufacturing is more capital-intensive and involves less direct human interaction. This can be observed in the automated assembly line used for producing electronic devices. Understanding these aspects is crucial to gain a deeper understanding of the services and manufacturing industries. Stay tuned for the next slide, where we will discuss more differences between the two. Thank you for listening and see you on slide number 24..

[Audio] This slide displays a table comparing services and manufacturing in terms of volume of transactions. Services often have a high number of customer transactions, increasing the risk of errors. On the other hand, manufacturing typically has fewer transactions and less room for individual errors. To illustrate, examples in the services industry could be banking transactions, while in manufacturing it could be aircraft assembly. This difference emphasizes the significance of quality engineering and assurance in both industries. Next slide shows the next aspect of comparison..

[Audio] Taking care of our people is a crucial aspect that is often overlooked in quality engineering and quality assurance discussions. As the saying goes, "If we take care of our people, they will take care of our customers." This concept has a significant impact on the overall quality of our products and services. When our employees feel valued and supported, they are more likely to be engaged and motivated to deliver their best work, resulting in high quality products and satisfied customers. In a fast-paced business environment, it can be easy to prioritize the bottom line and overlook the well-being of our employees. However, by investing in our people and creating a positive work culture, we not only improve the quality of our products, but also enhance the overall success and longevity of our company. Let us always prioritize our people, as they are ultimately the ones who will take care of our customers and drive the success of our business..

People, Service, Profits. Express.

Information Technology.

Information Technology.

[Audio] We will discuss the important topic of quality and personal values in slide number 29. Quality is not just a process or set of standards, it encompasses much more. Today, we will focus on the relationship between management and employees in promoting quality. Contrary to the common belief that quality is imposed on employees by organizations, it should be a joint effort between both parties. For true quality, it is crucial for management to engage and involve employees, promoting a sense of ownership and accountability and integrating personal values into the work. As we shift towards a modern perspective on quality, it is important to remember that it is about more than meeting a standard, but also about fostering a culture of continuous improvement and personal growth. Let's continue on this journey of understanding and promoting quality in all aspects of our work..

VRDS TR O M.

[Audio] Let's take a closer look at some real-life situations that exemplify quality engineering and quality assurance. These examples demonstrate the impact and importance of upholding high quality standards. One example shows an employee at Nordstrom going beyond their duties to iron a customer's shirt, showcasing their commitment to quality and exceeding customer expectations. Another example shows a Nordstrom employee taking the initiative to warm customers' cars during the winter, demonstrating both quality service and care for their customers. Finally, a Nordstrom employee went the extra mile by refunding a customer's money for tire chains, even though they do not sell them. This reflects the high standards of quality and customer service that Nordstrom is known for. These examples highlight the different aspects of quality engineering and quality assurance, including customer satisfaction, taking initiative, and going above and beyond. Let's keep these in mind as we continue our discussion on quality..

[Audio] In our meeting, we discussed the importance of quality engineering and quality assurance in business. We explored the evolution of quality principles and the concepts of "little q" and "big Q" quality. The focus was on total quality management and comparing old and new perspectives on quality. It was evident that simply allocating large amounts of money towards quality does not guarantee success. As Edwards Deming famously said, "mere allocation of huge sums of money for quality will not bring quality." True quality in any organization requires more than just financial resources. Deming's PDCA cycle was highlighted as a framework for continuously improving quality and a core principle in our discussion. It serves as a reminder that quality is a continuous journey, not a one-time destination. As we delve further into the topic of quality, let us remember that it is not just a buzzword or a checklist item, but a fundamental aspect of any successful business. Let's use the principles and strategies we have discussed to drive our organizations towards true quality and overall success..

[Audio] The 60th anniversary issue of Motor Trend magazine highlighted the top eight automotive events that have changed the world. One of these events, listed at number 33, was W. Edwards Deming's 1950 lecture to the Japanese Union of Scientists and Engineers. The magazine recognized that Deming's teachings, overlooked by America at the time, were crucial to the success of major automotive brands such as Toyota, Honda, and Nissan. Deming's major contribution to the industry was the concept of the PDCA cycle, also known as the Deming cycle, which stands for Plan, Do, Check, Act. This continuous improvement process has been widely adopted in the quality engineering and assurance field. Deming also emphasized the importance of total quality management, involving every individual in an organization in the pursuit of quality. This has significantly improved the industry, resulting in higher quality standards and improved customer satisfaction. Additionally, Deming's principles of "little q" and "big Q" quality have helped organizations understand the importance of both small and large improvements in achieving overall quality. By focusing on incremental and continuous improvements, companies can achieve long-term success and sustainability. In summary, W. Edwards Deming's 1950 lecture had a significant impact on the automotive industry, and his teachings continue to shape quality engineering and assurance practices today..

[Audio] The discussion on quality engineering and assurance cannot ignore the influential figures who have played a crucial role in the quality revolution. W. Edwards Deming, known for his PDCA cycle, laid the foundation for the continuous improvement approach that is a fundamental part of quality management. Joseph M. Juran emphasized the significance of quality as a business strategy, rather than just a standard for products. Philip B. Crosby's concept of "zero defects" revolutionized the way we view quality. Additionally, Armand V. Feigenbaum coined the term Total Quality Management and Kaoru Ishikawa's fishbone diagram aided in pinpointing the root causes of problems. Lastly, Genichi Taguchi's work on enhancing product design and reducing variability has made a lasting impact in the industry. These leaders have paved the way for a new perspective on quality, and it is important to continue building upon their ideas and principles in order to provide the best possible products and services..

[Audio] The "pride and joy" concept in work, and its impact on quality, is a fundamental philosophy of W. Edwards Deming. Deming, Joseph M. Juran, and Philip B. Crosby are considered "management gurus" in the quality revolution. These leaders understood the importance of creating an environment where employees take pride in their work and consistently produce high quality results. This not only improves the quality of products and services, but also brings satisfaction and fulfillment to employees. Deming, Juran, and Crosby were pioneers in promoting this approach to quality, and their teachings remain relevant in today's business world. Let's consider the role of these quality leaders as we end this presentation and how their principles can be implemented in our own work. Quality is not a one-time accomplishment, but an ongoing journey that requires dedication, commitment, and a strong sense of pride and joy in our work..

[Audio] Slide 36 discusses Deming's System of Profound Knowledge in quality engineering and assurance. This framework, developed by W. Edwards Deming, comprises of four interconnected elements crucial for maintaining high-quality standards in any organization. The first element is an appreciation for a system, understanding its complexity and how each component affects overall quality. The second element is understanding and managing variation in processes to prevent potential issues. The third element is utilizing data and knowledge for informed decision-making. The final element is understanding the human element and its impact on quality. Together, these elements create a comprehensive framework for achieving success..

[Audio] Understanding the principles of quality engineering and quality assurance requires an understanding of the concept of a system. A system is a group of functions or activities within an organization that work towards a common goal. This definition highlights the importance of interconnectedness and interdependence within a system. Subsystems, with their own specific functions and roles, make up a larger system. In the context of quality engineering and quality assurance, having a well-defined and efficient system is crucial. It allows for a strategic and organized approach to maintain high-quality standards. By understanding the functions and interactions within a system, we can identify areas for improvement and implement effective solutions. Appreciating the value of a system can also shift our perspective and emphasize the importance of teamwork and collaboration within an organization. Each member of a team plays a role in the larger system, and their contributions impact the success of the organization. As we continue to discuss quality engineering and quality assurance, it is important to remember the value of a system and how it contributes to the achievement of organizational goals. By recognizing the interconnectedness and interdependence of different components, we can continuously strive for improvement and drive the organization towards success..

Appreciation for a System.

[Audio] We are currently on slide number 39 out of 50 in our discussion on quality engineering and quality assurance. Today, we will be examining the old and new perspectives on quality. The traditional approach, known as "little q" quality, focuses on finding and fixing defects after a product or service is completed, which can be costly and dissatisfying for customers. However, the modern approach, or "big Q" quality, takes a proactive approach by integrating quality into every stage of the process. This results in a higher quality end product, increased efficiency, and customer satisfaction. Quality engineering involves designing and developing processes for high-quality products, while quality assurance ensures these processes meet desired standards. By understanding the shift from a reactive to a proactive approach in quality, we can see how it has positively impacted both the end product and the organization's success. Let's keep this in mind as we continue our meeting and strive to adapt to the new perspective on quality in all aspects of our work. Thank you and let's move on to the next slide..

[Audio] We will now examine the idea of system thinking. As noted by American organizational theorist, Russell Ackoff, simply combining the best practices of a system's components does not guarantee the best overall system. This emphasizes the significance of considering a system as a whole, rather than solely focusing on its individual parts. Keep this in mind as we further explore quality engineering and assurance, and its connection to the broader system..

[Audio] We will now discuss an important concept in quality engineering and assurance known as "An Important Word (Phenomenon) Difference". This concept holds great significance in the field of quality and it is crucial for us to fully comprehend its implications. Our previous slides covered the evolution of quality, Deming's PDCA cycle, "little q" and "big Q" quality, and the principles of total quality management. We will now shift our focus to the different perspectives on quality that have emerged over time. "An Important Word (Phenomenon) Difference" represents the old and new perspectives on quality, reflecting how it was perceived and practiced in the past and how it is perceived and practiced now. This concept helps us understand the changes in the approach to quality and how it has affected the overall quality of products and services. In the remaining slides, we will explore the reasons behind the shift in perspectives and how it has impacted the quality of products and services in today's market. This phenomenon has greatly influenced the approach to quality engineering and assurance. With our understanding of "An Important Word (Phenomenon) Difference", we will be better equipped to handle the challenges and demands of the ever-changing quality landscape. Our journey towards a deeper understanding of quality engineering and assurance continues..

[Audio] Variability is a crucial aspect of every process in any industry. It is caused by two types of factors - natural and special causes. Natural causes cannot be controlled, while special causes can be identified and eliminated. Variability can lead to variations in the output of a process, which can affect the quality of the end product or service. As quality engineers and quality assurance professionals, it is essential to understand and monitor this variability in order to maintain consistent and high-quality results. It's important to recognize and address both natural and special causes of variability in our processes..

[Audio] We are currently on slide number 43 out of 50, covering the topic of natural variations in production processes. These variations, also known as common causes, can impact the expected amount of variation in output measures. They are present in all production processes and can affect the outputs within acceptable limits, following a probability distribution. When this occurs, we consider the process to be "in control.

[Audio] In order to maintain quality in our production processes, it is important to understand the concept of assignable variations. These are referred to as special causes of variation and are any changes in the process that can be traced back to a specific reason. The goal is to identify and eliminate these causes to ensure consistency and reliability in our products. The concept of assignable variations remains a crucial aspect of quality engineering and assurance, even as the focus on quality has evolved over the years with the introduction of Deming's PDCA cycle and the distinction between "little q" and "big Q" quality. To discover and address these assignable causes, a thorough analysis of our processes is necessary to identify any changes or factors that may be impacting product quality. Once identified, we can work towards eliminating negative causes and incorporating positive ones. This continuous cycle of identifying and addressing assignable variations is essential in maintaining high standards of quality for our customers and also helps us to constantly improve and innovate in our processes. It is important to keep the significance of assignable variations in mind as we move forward in our quality management, and to always strive to identify and eliminate them to ensure consistent and high-quality products for our customers..

[Audio] Towards the end of our presentation, we would like to take a moment to discuss the crucial concept of knowledge and its relationship to theory. As indicated on the slide, "Knowledge is not possible without theory." This means that in order to truly grasp a concept or phenomenon, we must have a theoretical framework to guide us. Relying solely on experience is not sufficient in establishing a theory; it can only describe our observations. However, theory goes beyond mere description and reveals cause-and-effect connections. Through theory, we are able to make predictions and gain a deeper understanding of our world. So, it is important to remember that when seeking knowledge, we must not overlook the value of theory. Let's now move on to our final slide..

[Audio] On this slide, we learn about an important aspect of Deming's approach to quality engineering and assurance. Deming emphasized continuous improvement and the PDCA cycle, without prescribing specific "solutions" or methods for achieving quality to managers. Instead, he encouraged them to experiment and adapt to find the most effective solutions for their organization's unique circumstances. This focus on continuous learning and adaptation remains a central aspect of Deming's philosophy, and is still relevant in today's constantly evolving business environment. By embracing this approach, we can continuously strive for better and more effective ways to achieve quality in our work. Now, let's proceed to the next slide to explore more key points in the development of quality engineering..

[Audio] A successful work environment is influenced by various factors, one of which is understanding psychology and how it impacts people's motivation. This concept is shown on the slide, where individuals are motivated by both intrinsic and extrinsic factors. This means that while personal satisfaction and pride in their work are important, external rewards like recognition and tangible benefits also play a role. However, it should be noted that fear can be a demotivating factor. When employees are constantly worried about job security and negative consequences, their performance and morale may suffer. As managers, it is crucial to cultivate a positive and supportive work culture that fosters pride and joy in one's work. By creating this type of environment, employees will not only be more motivated and engaged, but they will also produce higher quality work. Let's keep this in mind as we continue our discussion on quality engineering and assurance..

[Audio] Slide number 48 discusses the impacts of knowledge on system understanding. Lack of deep understanding can lead to viewing events as individual incidents and ignoring interactions and interdependency. This can result in only addressing symptoms, rather than understanding root causes. Insufficient knowledge of a system can also lead to failing to anticipate impacts on other sections, resulting in blaming individuals rather than addressing the larger issue. It is important to remember that understanding and improving a system requires a collective effort, as the saying goes, 'it takes a whole village to raise a child'. In quality engineering and assurance, the 'big Q' quality is heavily dependent on the knowledge and understanding of the 'little q' quality components. Let's continue our discussion on the evolution of quality and its impact on our work and society, keeping this in mind..

[Audio] As we near the end of our presentation, we will now focus on the impact of knowledge. It is critical to understand variation, as without this understanding, individuals may fail to identify trends. This can lead to false assumptions and unrealistic expectations. It is important to have a solid grasp on variation in order to make the most of experiences. It is essential to distinguish between prediction, forecasting, and guessing to accurately evaluate situations and make informed decisions. Another key aspect of quality engineering is the ability to differentiate between fact and opinion. Failing to do so can result in giving credit or blame to the wrong individuals, greatly affecting the overall quality of a project or product. Ultimately, it is evident that a deeper understanding of variation and the ability to differentiate between different types of knowledge is crucial in achieving high quality results. Let us keep these points in mind as we continue on our journey towards total quality management..

[Audio] As we come to the final slide of our presentation, it is important to reflect on the impact that knowledge has on individuals. When one does not have a deep understanding of psychology, it becomes difficult to grasp the reasons behind people's actions. This can result in a lack of motivation and strain on relationships. Without understanding the process of change and resistance, the default reaction is often to use force. This can create a negative environment filled with doubt, demotivation, guilt, and resentment. As we conclude this meeting, let us keep in mind the significance of continuously broadening our knowledge and understanding, in order to pave the path for success. Thank you for your attention throughout this presentation..