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Upravljanje Kvalitetom.Pdf I T Y O F T E T R S Z Z I U Z E R E E T E T N E N V Z I U Z V I I R E I I C E N C N V I I N I C A U N U I U U S U N I S N I S UNIVERZITET U ZENICI I V N I S E V E R N A E S P E C R I I O T T E A A N S L I I T C S E T T L I Z POLITEHNIČKI FAKULTET E H U S A K N T U M N I Č K I FA E D I O R U S Z S T UDIORUM Dr. sci. Sabahudin Jašarević Dr. sci. Suvad Isaković Dr. sci. Almira Softić UPRAVLJANJE KVALITETOM PRINCIPI I FILOZOFIJE NAJUTJECAJNIJIH GURUA KVALITETA Zenica, 2020. I T Y O F T E T R S Z Z I U Z E R E E T E T N E N V Z I U Z V I I R E I I C E N C N V I I N I C A U N U I U U S U N I S N I S UNIVERZITET U ZENICI I V N I S E V E R N A E S P E C R I I O T T E A A N S L I I T C S E T T L I Z POLITEHNIČKI FAKULTET E H U S A K N T U M N I Č K I FA E D I O R U S Z S T UDIORUM Dr. sci. Sabahudin Jašarević Dr. sci. Suvad Isaković Dr. sci. Almira Softić UPRAVLJANJE KVALITETOM PRINCIPI I FILOZOFIJE NAJUTJECAJNIJIH GURUA KVALITETA Zenica, 2020. UPRAVLJANJE KVALITETOM PRINCIPI I FILOZOFIJE NAJUTJECAJNIJIH GURUA KVALITETA AUTORI: Van. prof. dr. sci. Sabahudin Jašarević Van. prof. dr. sci. Suvad Isaković Van. prof. dr. sci. Almira Softić RECENZENTI: Prof. emeritus dr. Safet Brdarević, Mašinski fakultet Univerziteta u Zenici Prof. dr. sci. Bahrija Umihanić, Ekonomski fakultet Univerziteta u Tuzli Prof. dr. sci. Hazim Bašić, Mašinski fakultet Univerziteta u Sarajevu LEKTOR: Mirela Pehlijagić, MA., magistrica B/H/S jezika i književnosti IZDAVAČ: Politehnički fakultet Univerziteta u Zenici ZA IZDAVAČA: Prof. dr. sci. Sabahudin Jašarević ŠTAMPA: Štamparija Fojnica, d.o.o. Fojnica TIRAŽ: 300 komada Senat Univerziteta u Zenici je na svojoj III/20 sjednici, od 07.05.2020. godine donio Odluku broj: 01-02-1-1720/20 da se ovaj rukopis prihvati kao univerzitetski izdanje naučne monografije, uz pravo korištenja znaka Univerziteta CIP- Katalogizacija u publikaciji Nacionalna i univerzitetska biblioteka Bosne i Hercegovine, Sarajevo 005.6(091) 005.6:929 JAŠAREVIĆ, Sabahudin Upravljanje kvalitetom : principi i filozofije najutjecajnijih gurua kvaliteta / Sabahudin Jašarević, Suvad Isaković, Almira Softić. - Zenica : Politehnički fakultet Univerziteta, 2020. - XIV, 358 str. : ilustr. ; 25 cm Bibliografija uz svako poglavlje. ISBN 978-9926-452-22-3 1. Isaković, Suvad 2. Softić, Almira COBISS.BH-ID 29031686 ii Predgovor PREDGOVOR Pred Vama se nalazi knjiga “UPRAVLJANJE KVALITETOM - PRINCIPI I FILOZOFIJE NAJUTJECAJNIJIH GURUA KVALITETA, ” koja je nastala iz želje i potrebe da se ličnosti, koje su dale značajan doprinos ne zaborave, kako oni, tako i njihove ideje i učenja, koja su nam svima omogućila barem dio ugodnosti, u kojima danas uživamo u stvarnom životu. Ideja za pisanje ovakve knjige rodila se prije nekoliko godina kada se pojavila knjiga prof. Injca “Mala enciklopedija kvaliteta – III dio” koja se odnosila na Historiju kvaliteta i upravo jednim dobrim dijelom na same gurue kvaliteta. I ova knjiga je jednim dijelom oslonjena na tu knjigu, ali je i znatno drugačija. Ideja je bila da se pored historijskih činjenica o pojedinim guruima malo detaljnije opišu i njihova glavna učenja, odnosno glavni doprinosti nauci o kvalitetu, koja je još uvijek mlada nauka, koja mora poznavati svoju historiju, kako bi sama uspjela. Pisanje ove knjige je kao i ranijim autorima oduzelo mnogo vremena, iako su dosta korišteni internetski izvori. Nažalost i pored toga, pored dostupnosti tolikog broja informacija, nije bilo jednostavno sažeti ih i izvući ono najbitnije za svakog gurua opisanog u knjizi. Nažalost, današnje “bombardovanje” informacijama, koje možemo naći na internetu i drugim izvorima, potvrdilo je staro pravilo: previše informacija je često jednako potpunoj odsutnosti informacija. Velik broj podataka trebalo je na neki način pregledati, svrstati i klasificirati, a najveći je problem što su se neki podaci (posebno brojčani), toliko međusobno razlikovali da je to bilo gotovo nevjerojatno. Jedan dobar primjer je godina rođenja dr. Armanda Feigenbauma, gdje se na internetu skoro ravnopravno, na web stranicama koje pišu o njemu, pojavljuju dvije godine, 1920. i 1922. Na većini web stranica dominira 1922., a na jednoj slici koja je data i u dijelu koji govori o dr. Feigenbaumu, na nadgrobom spomeniku stoji 1920. godina, kao godina rođenja. iii Principi i filozofije najpoznatijih gurua kvaliteta Iako to nije presudni detalj kada govorimo o Feigenbaumu, i njegovim učenjima, jeste bitan zbog generacija koje dolaze i koje će također pretraživati internet i ostati u istoj dilemi. Postoji jedno čuveno Murphyjevo pravilo: “U svakom problemu čuči jedan drugi ne manji problem koji jedva čeka da ga otkrijete”. U slučaju literature o klasicima modernog kvaliteta (uglavnom se radi o drugoj polovini 20. vijeka), to se pojavilo u posebno oštroj formi - neki pisci su bezrezervno oduševljeni pojedinim autorima - svojim idolima dok ih drugi omalovažavaju. Ništa manje nije ugodno kad se govori o nečijim otkrićima ili pravu prvenstva. Mnogima je trebalo dosta vremena dok se nisu uvjerili da je čuveni Demingov PDCA krug još prije 1938. godine pronašao njegov učitelj Walter Shewhart - samo tada se to još nazivalo Shewhartovim ciklusom i imalo je skraćenicu PDSA. Ili, vrhunac je kad utvrdite da su se dvije legende (službeno dobri prijatelji - Edward Deming i Joseph Juran) još nekako i podnosili, ali da su prema drugima, posebno onima novim iz nezavisnih škola (da ne kažemo klanova), pokazivali daleko manje trpeljivosti. Tako je, po njima, danas već čuveni Philip Crosby proglašavan "proizvođačem toplog zraka" ili kako bi se to manje elegantno reklo na našem jeziku, "prodavačem magle". U takvoj situaciji mora se biti posebno oprezan pri radu i pisanju jer uvijek postoji objektivna mogućnost da se izađe s nekorektnim ili čak potpuno neistinitim podatkom. Ali, to je rizik koji se u ovoj knjizi morao preuzeti i unaprijed se izvinjavamo za sve takve pojave, te molimo čitaoce za razumijevanje i primjedbe. Ipak, nadamo se, da smo uspjeli približiti makar mali dio onoga što su ove ličnosti uradile za svog života, odvojiti ono osnovno i ono o čemu uglavnom nema dvoumljenja i sporova ni na jednoj strani, te da ćemo biti sretni ako barem nekoga čitanje ove knjige navede da dublje počne istraživati i primjenjivati ono što su ovi ljudi radili. Trudili smo se da u iznošenju činjenica o guruima, te historijskog razvoja teorije i prakse kvaliteta budemo nepristrasni i objektivni. Svaka sugestija će biti dobro došla. Na čitatelju je da ocijeni, ali i da širi velike ideje i misli ovih ljudi. Koristimo priliku da se zahvalimo recenzentima, prof. emeritusu dr. Safetu Brdareviću, prof. dr. Bahriji Umihaniću i prof. dr. Hazimu Bašiću, koji su svojim sugestijama pomogli da ovo djelo bude bolje nego u prvoj verziji. Zenica, 2020. godine Autori iv Sadržaj SADRŽAJ Strana PREDGOVOR ..................................................................................................... iii SADRŽAJ ............................................................................................................. v I UVOD ............................................................................................................... 1 II RAZVOJ KVALITETA KROZ HISTORIJU ..................................... 15 1. PRETHISTORIJA MODERNE TEORIJE I PRAKSE KVALITETA ......... 15 1.1. Zašto je važna prethistorija moderne teorije i prakse kvaliteta? ........ 15 2. RAZVOJ KVALITETA U STAROM VIJEKU ........................................... 16 2.1. Po čemu je značajan Newgrange tumulus u Republici Irskoj? .......... 18 2.2. Šta odlikuje palaču u Knosu na otoku Kreti u Grčkoj? ...................... 20 2.3. Koji se objekti svrstavaju u sedam svjetskih čuda antike? ................. 22 2.4. O čemu govori prethistroija moderne teorije i prakse kvaliteta? ........ 25 3. SREDNJOVJEKOVNE GILDE ................................................................... 27 4. INDUSTRIJSKA REVOLUCIJA ................................................................ 29 4.1. Zašto je potrebno poznavanje historije kvaliteta? .............................. 32 5. RAZVOJ KVALITETA U PRVOJ POLOVINI XX VIJEKA ..................... 34 5.1. Šta je prethodilo modernom razvoju kvaliteta sredinom dvadesetog vijeka? ............................................................................. 34 5.2. U kom pravcu se razvijala statistička kontrola kvaliteta za vrijeme Drugoga svjetskog rata? ....................................................... 36 5.3. Šta se dogodilo s teorijom i praksom kvaliteta u SAD-u nakon završetka Drugoga svjetskog rata? ......................................... 37 5.4. Otkud pojava američkih stručnjaka za kvalitet u poslijeratnom Japanu? ........................................................................ 38 5.5. Kako je započela era kvaliteta u Japanu? ........................................... 39 5.6. Šta sve obilježava tzv. preddemingovski period u Japanu? ............... 41 5.7. Kako se dijeli moderna historija kvaliteta? ........................................ 42 6. KAKO I KUDA DALJE? ............................................................................. 44 7. LITERATURA ............................................................................................. 46 v Principi i filozofije najpoznatijih gurua kvaliteta III WALTER ANDREW SHEWHART ............................................... 49 1. BIOGRAFIJA ............................................................................................... 49 1.1. Rano djetinjstvo .................................................................................. 49 1.2.
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