Quality starts with market research – to establish the true requirements for the product or service and the true needs of the customers. However, for an organization to be really effective, quality must span all functions, all people, all departments and all activities and be a common language for improvement. The cooperation of everyone at every interface is necessary to achieve a total quality organization.
A frequently used definition of quality is “Delighting the customer by fully meeting their needs and expectations”. These may include performance, appearance, availability, delivery, reliability, maintainability, cost effectiveness and price. It is, therefore, imperative that the organization knows what these needs and expectations are. In addition, having identified them, the organization must understand them, and measure its own ability to meet them
Quality control, was born in the U.S., and Japan, in its high economic growth period, imported and developed that concept as Total Quality Control (TQC), which later evolved as Total Quality Management (TQM)., TQM is not a tool merely for big companies or the manufacturing sector; it is a way of managerial thinking for any type of corporation. The Quality Control Circle (QCC) method, a Japanese-made institutional development tool by which employees continuously strive for improvement in their work, usually functions as an integral part of TQM.
More generally speaking, the QCC method can serve to enhance people’s problem-solving skills in organizations that have not yet introduced TQM as a leading management policy: not only in profit-making organizations but also in non-profit organizations, public administration, associations, and any voluntary... [continues]
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