Qulity Managment

Quality Management for Organizational Excellence
Lecture/Presentation Notes
By: Dr. David L. Goetsch and Stanley Davis Based on the book Quality Management for Organizational Excellence (7Th Edition)

Presented By;
Dr. Rania A.M Shamah Associate Professor of Business Administration
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One: The Total Quality Approach to Quality Management
MAJOR TOPICS • What is Quality? • The Total Quality Approach Defined • Two Views of Quality • Key Elements of Total Quality • Total Quality Pioneers • Keys to Total Quality Success • How is Six Sigma Achieved? • The Future of Quality Management
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One: The Total Quality Approach to Quality Management
 Quality has been defined in a number of ways.
 When viewed from a consumer’s perspective, it means meeting or exceeding customer expectations.
 Quality is a dynamic state associated with products, services, people, processes, and environments that meets or exceeds expectations.

 Total quality is an approach to doing business that attempts to maximize an organization’s competitiveness through the continual improvement of the quality of its
 products, services, people, processes, and environments.
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The Consequences of Poor Quality
 Loss of business  Productivity  Costs

Benefits of Good Quality
 Enhanced reputation for quality  Ability to command higher prices

 Increased market share
 Greater customer loyalty  Lower liability costs  Fewer production or service problems  Higher profits
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Responsibility for Quality
 Everyone in the organization has some responsibility for quality, but certain areas of the organization are involved in activities that make them key areas of responsibility.
 Top management  Design

 Procurement
 Production/operations  Quality assurance  Packaging and shipping  Marketing and sales  Customer service
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Costs of Quality
 Failure Costs - costs incurred by defective parts/products or faulty services. • Internal Failure Costs
• Costs