Quality and Elements
There are different definitions of quality and many people use quality as a means of acceptance. Quality is the “measure of excellence or state of being free from defects, deficiencies, and significant variations” (BusinessDictionary, 2010). Consumers are concerned with quality when making major purchases such as a vehicle, house, boat, etc., when choosing the groceries necessary for families, and when dining at restaurants. If the quality of a product or service is known by people as poor then the consumer will choose another means that can provide him or her with a quality that is expected. Because there are many definitions of quality, each meaning has common elements. The elements of quality include meeting or going beyond customer expectations, understanding that quality applies to goods, services, environments, and procedures, and the understanding that quality is a continuously changing condition. In other words, “what is considered quality today may not be good enough to be considered quality tomorrow” (Davis & Goetsch, p 5). Pioneer’s Use of Total Quality
Although W. Edward Deming is the best known quality pioneer, Joseph M. Juran is considerably near Deming because of contributions he made to quality. Juran created the Juran Institute, Inc. that is an “international leader in conducting training, research, and consulting activities in the area of quality management” (Davis & Goetsch, pg 16). Juran is known for the following contributions to quality: Juran’s Three Basic Steps to Progress, Juran’s Ten Steps to Quality Improvement, The Pareto principle, and The Juran Trilogy (Davis & Goetsch, pg 17). In Juran’s Three Basic Steps to Progress, the pioneer provides his opinions on what steps companies should take if they want to attain high-class quality. Juran’s Ten Steps to Quality Improvement are steps recommended for businesses to improve their quality. The Pareto principle was named after economist Vilfredo Pareto. This is...
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