In this chapter we have examined the relationship between quality programs, specifically TQM, on the one hand and ergonomics/human factors programs on the other. Simple listing of their tenets, although these may still be arguable, led to recognition of the similarities and differences between the programs.
Examples of use of ergonomics within a TQM context showed that sensible linkages had already been reported.
The aim of the chapter was to find prescriptions which would help the manager exploit the similarities and differences, so as to find new linkages between human factors and TQM. Seven prescriptions are given which can lead to greater integration between the two programs in the future. Readers whodo use these for successful integration of the human factors and the quality imperative are urged to continue to report their work in the open literature and continue the integration process for the benefit of all.
6-6 Fundamentals and Assessment Tools for Occupational Ergonomics
References
Axelsson, J. R. C. 1994. Ergonomic aspects on design and quality,IEA’94, Vol. 4: 18 – 21.
Bjorkman, T. 1996. The rationalisation movement in perspective and some ergonomic implications, Applied Ergonomics, 27(2): 71 – 77.
Blest, J. P., Hunt, R. G., and Shadle, C. C. 1992. Action teams in the total quality process: experience in a job shop,National Productivity Review/Spring 1992, 195 – 202.
Brennan, L. 1990. The human dimension to statistical process control within advanced manufacturing systems, in Ergonomics of Hybrid Automated Systems II, Eds. W. Karwowski and M. Rahimi, pp. 527 – 534, Elsevier Science Publishers, London.
Costigan, R. D. 1995. Adaptation of traditional human resources processes for total quality environ- ments,Quality Management Journal 95 Spring, 7 – 23.
Crosby, 1979.Quality is Free, The Art of Making Quality Certain, McGraw-Hill, New York.
Deming, W. E. 1986.Out of the Crisis, Massachusetts Institute of Technology, Cambridge, Mass.
Dobyns, L. and Crawford-Mason, C. 1991.Quality or Else. The Revolution in World Business, Houghton Mifflin Company, Boston.
Drury, C. G. 1992. Ergonomics of job and equipment design, Impact of Science on Society, 165:
41 – 52.
Drury, C. G. 1994. Function allocation in manufacturing, inProceedings of the Ergonomics Society 1994 Annual Conference, Ed. S. A. Robertston, University of Warwick, 19 – 22 April 1994, pp. 2 – 16.
Drury, C. G. 1995. Work design, inHuman Factors Guide for Aviation Maintenance, Ed. M. Maddox, Chapter 6, Federal Aviation Administration/DOT, Washington, D.C.
Drury, C. G. 1996. Ergonomics and the quality movement. The 1996 Ergonomics Society Lecture, Lei- cester, U.K., 10 – 12 April 1996.
Drury, C. G. and Prabhu, P. V. 1994. Human factors in test and inspection, inDesign of Work and Devel- opment of Personnel in Advanced Manufacturing, Eds. G. Salvendy and W. Karwowski, Chapter 13, pp. 355 – 492, John Wiley & Sons, New York.
Eklund, J. A. E. 1995. Relationships between ergonomics and quality in assembly work.Applied Ergo- nomics, 26(1): 15 – 20.
Evans, J. R. and Lindsay, W. M. (1995).The Management and Control of Quality, Third Edition, West Publishing Company, Minneapolis/St. Paul, MN, 143.
Getty, R. L., Abbott, W. L., and Getty, J. M. 1995. ISO 9000 methodology enhances ergonomics effort:
ergonomics becomes a tool for continuous improvement,ASQC 49th Annual Quality Congress Proceedings, 904 – 913.
Grant, E. L. and Leavenworth, R. S. 1995.Statistical Quality Control, McGraw-Hill, 1984, New York.
Grant, R. M., Shari, R. and Krishnan, R. 1994. TQM’s challenge to management theory and practice, Sloan Management Review/Winter, 25 – 35.
Hackman, J. R. and Wageman, R. 1995. Total quality management: empirical, conceptual, and practical issues,Administrative Science Quarterly, 40: 308 – 342.
Hammer, M. and Champy, J. 1993.Reengineering the Corporation, Harper Business, New York.
Helander, M. Ed. 1988.Handbook of Human-Computer Interaction, Elsevier Science Publishers B.V., Amsterdam, The Netherlands.
Hendrick, H. W. 1992. A macroergonomic approach to work organization for improved safety and pro- ductivity, inAdvances in Industrial Ergonomics and Safety IV, Ed. S. Kumar, pp. 3 – 10, Taylor &
Francis, Hampshire.
Kantowitz, B. H. and Sorkin, R. D. 1987. Allocation of function, inHandbook of Human Factors, Ed.
G. Salvendy, pp. 355 – 369, John Wiley & Sons, New York.
Karwowski, W., Marek, T., and Noworol, C. 1988. Theoretical basis of the science of ergonomics.
Ergonomics International 88, Proceedings of the 10th Congress of the International Ergonomics Associ- ation, Sydney, Australia, 1 – 5 August 1988, Eds. A. S. Adams, R. R. Hall, B. J. McPhee and M. S.
Oxenburgh, pp. 756 – 758, Taylor & Francis, London.
Human Factors and TQM 6-7
Kleiner, B. M. and Drury, C. G. 1996. Macroergonomics in regional planning and economic development in O. Brown, Jr. and H.W. Hendrick (Eds.),Human Factors in Organizational Design and Manage- ment, 523 – 528.
Krause, T. R. 1993. Safety and quality: two sides of the same coin,Occupational Hazards, April 1993, 47–50.
Kroemer, K.H.E., Kroemer, H.J., and Kroemer-Elbert, K.E. 1994.Ergonomics: How to Design for Ease and Efficiency, Prentice Hall, Englewood Cliffs, NJ, 430 – 441.
Larson, P. D. and Sinha, A. 1995. The TQM impact: a study of quality managers’ perceptions,Quality Management Journal 95 Spring, 53 – 66.
Liker, J. K., Joseph, B. S., and Armstrong, T. J. 1984. From ergonomic theory to practice: Organizational factors affecting the utilization of ergonomic knowledge, in Human Factors in Organizational Design and Management, Eds. H. W. Hendrick and O. Brown, Proc. 1st Symp., Honolulu, HI, August 1984, North-Holland, Amsterdam.
Meister, D. 1996. A new theoretical structure for developmental ergonomics. Paper to4th Pan-Pacific Conference on Occupational Ergonomics, Taipei 1996.
Mize. J. H. 1992. Constant change, constant challenge, inManufacturing Systems, Foundations of World- Class Practice, Eds. J. A. Heim and W. D. Compton, pp. 196 – 203, National Academy Press, Washington, D.C.
Older, M., Clegg, C. W. and Waterson, P. E. 1996. Task allocation in complex systems, inAdvances in Applied Ergonomics, Eds. A. F. Ozok and G. Salvendy, pp. 471 – 474, U.S.A. Publishing Corp, West Lafayette, IN.
Rahimi, M. 1995. Merging strategic safety, health and environment into total quality management,Inter- national Journal of Industrial Ergonomics, 16: 83 – 94, Elsevier, London.
Reason, J. 1990.HumanError, Cambridge University Press, Cambridge, U.K.
Rooney, E. F. and Morency, R. R. 1992. A practical evaluation method for quantifying ergonomic changes at L. L. Bean, inAdvances in Industrial Ergonomics and Safety IV, Ed. S. Kumar, pp. 475 – 481, Taylor
& Francis, New York.
Rooney, E. F., Morency, R. R., and Herrick, D. R. 1993. Macroergonomics and total quality management at L. L. Bean: a case study, inAdvances in Industrial Ergonomics and Safety V, Eds. R. Nielsen and K. Jorgensen, pp. 493 – 498, Taylor & Francis, New York.
Roughton, J. 1993. TQM Integrating a total quality management system into safety and health programs.
American Society of Safety Engineers, June 1993, 32 – 37.
Russell, S. 1991. Employee involvement aspects of total quality management,PþEuropean Participation Monitor, (2): 29 – 32.
Saari, J. and Laitinen, H. 1996. Towards continuous improvement of workplace, in Advances in Applied Ergonomics, Eds. A. F. Ozok and G. Salvendy, pp. 82 – 87, U.S.A. Publishing Corp, West Lafayette, IN.
Smith, T. J. and Larson, T. L. 1991. Integrating quality management and hazard management: a beha- vioral cybernetic perspective,Proceedings of the Human Factors Society 35th Annual Meeting — 1991, 903 – 907.
Stuebbe, P. A. and Houshmand, A. A. 1995. Quality and ergonomics,Quality Management Journal 95 Winter, 52 – 64.
Taguchi, G. 1986.Introduction to Quality Engineering, UNIPUB, White Plains, NY.
Taylor, J. C. and Felten, D. F., 1993.Performance by Design, Prentice Hall, NJ.
Taylor, J.C. 1990. Organizational context for aircraft maintenance and inspection, inProceedings of the Human Factors Society 34th Annual Meeting, Volume 2, 1176 – 1180.
Vainio, P. and Mattila, M. 1996. Development of a safety and ergonomics oriented total quality system for an electricity company, in Advances in Applied Ergonomics, Eds. A. F. Ozok and G. Salvendy, pp. 43 – 46, U.S.A. Publishing Corp, West Lafayette, IN.
Waldman, D. A. 1994. The contributions of total quality management to a theory of work performance, Academy of Management Review 1994, 19(3): 510 – 536.
6-8 Fundamentals and Assessment Tools for Occupational Ergonomics
Wenner, C. and Drury, C. G. 1997. Deriving targeted interventions for ground damage,Proceedings of the 1997 SAE Airframe Engine Maintenance & Repair Conference(AEMC ’97) August 1997, SAE Tech- nical Paper Series 972591, Warrendale, PA.
Wiener, E. L. and Nagel, D. C. Eds. 1988.Human Factors in Aviation.Academic Press, Inc., San Diego.
Wilson, J. R., Neely, A. D., and Chew, T. 1993. Human and production requirements in modern manufacturing: complementary or contradictory?Journal of Design and Manufacturing (1993), 3: 167 – 175.
Witcher, B. 1995. The changing scale of total quality management,Quality Management Journal 95 Summer, 9 – 29.
Zink, K. J., Hauer, R., and Schmidt, A. 1994. Quality assessment: instruments for the analysis of quality concepts based on EN 29000, the Malcolm Baldridge Award and the European Quality Award, in Total Quality Management, Ed. G. K. Kanji, 5(5): 329 – 343, Carfax Publishing Company, UK.
For Further Information
The ideas in this chapter were based on the rather fuller treatment in Drury (1996), and the concept of tenets of the discipline reported by Hackman and Wageman (1995). The latter is a good and thoughtful review of TQM from a management viewpoint.
Standard works on TQM are Deming (1986), Evans and Lindsay (1995), and Taguchi (1986).
Excellent evaluations of the social role of TQM can be found in Wilson, Neely, and Chew (1993) and Bjorkman (1996). Comments on TQM from a sociotechnical systems viewpoint are given by Taylor and Felten (1993).
Human Factors and TQM 6-9
7
User-Centered Design of Information Technology
V. Kathlene Leonard Kevin P. Moloney Julie A. Jacko
Georgia Institute of Technology