The purpose of this paper is to define quality and its elements and explain why the elements of quality are useful in today’s environment. W. Edwards Deming is the pioneer chosen; how Deming used the total quality elements making him successful will be discussed. The future of quality will be addressed with my predictions for the end result. Quality And Today’s Environment
Quality is defined as a measure of excellence or state of being free from defects, deficiencies, and significant variations (Business Dictionary, 2010). Ten elements of quality my former employer used in daily operations are; commitment, governance and accountability, innovative customer care and services, community involvement, continuous quality improvement, human resource development, customer friendly information, consumer participation, continued employee education, and public trust/customer confidence. These 10 elements provide the framework to offer employees, shareholders, and customers a quality experience. These elements are useful in today’s environment because the consumer has multiple options when purchasing goods and services. Consumers are making less impulsive buys and conducting more research on purchases. Features are important; however, the consumer’s primary concerns are quality and price.
William Edwards Deming is considered by many as the innovator of quality. Deming was the original founder of Total Quality Management (TQM) and the 14 points for management. The 14 points are not a cure all for problems within an organization; they exist as a guideline for management to address internal issues. According to the Deming Institute (2010) the 14 points are, “1. Create constancy of purpose toward improvement of product and service, with the aim to become competitive and to stay in business, and to provide jobs. 2. Adopt the new philosophy. We are...