Chapter 1 Outline

Topics: Malcolm Baldrige National Quality Award, Management, Quality assurance Pages: 2 (286 words) Published: June 19, 2013
CHAPTER 1 OUTLINE
“The first job we have is to turn out quality merchandise that consumers will buy and keep on buying. If we produce it efficiently and economically, we will earn a profit, in which you will share.”

- William Cooper Procter

Quality assurance ...is any action directed toward providing customers with goods and services of appropriate quality.

HISTORY OF QUALITY
* Egyptian
* Zhou Dynasty
* Age of craftmanship
* Early 20th Century: (1900s)
* Quality control during World War II
* Post-war Japan

* Quality awareness in U.S. manufacturing industry during 1980s: from “Little Q” to “Big Q” - Total Quality Management * Malcolm Baldrige National Quality Award (1987)
* Emergence of quality management in service industries, government, health care, and education * Evolution of quality to performance excellence
* Growth and adoption of Six Sigma
* Current and future challenge: continue to apply the principles of quality and performance excellence. Quality is “a race without a finish line.” 7 KEY FORCES THAT WILL INFLUENCE THE FUTURE OF QUALITY

* Globalization
* Social responsibility
* New dimension of quality- new ideas and manage change
* Aging population
* Health Care
* Environmental concerns
* 21st century technology

FORMAL DEFINITION OF QUALITY
* Transcendent definition: excellence
* Product-based definition: quantities of product attributes * User-based definition: fitness for intended use
* Value-based definition: quality vs. price
* Manufacturing-based definition: conformance to specifications

CUSTOMER-DRIVEN QUALITY
* “Meeting or exceeding customer expectations”
* Customers can be...
* Consumers
* External customers
* Internal customers

TOTAL QUALITY
* People-focused management system
* Focus on increasing customer satisfaction and reducing costs * A systems approach that integrates...
Continue Reading

Please join StudyMode to read the full document

You May Also Find These Documents Helpful

  • CHAPTER 1 NOTES OUTLINE Essay
  • Chapter 1 Government Outline Research Paper
  • Chapter 1 Outline Essay
  • Sociology 1, Chapter 1 Outline Essay
  • Chapter 1 Outline Essay
  • CHAPTER 15 GEOGRAPHY 1 Essay
  • Chapter 1 Essay
  • Essay on Study Guide/Outline Chapter 1

Become a StudyMode Member

Sign Up - It's Free