Preview

What Is Quality Management

Powerful Essays
Open Document
Open Document
1886 Words
Grammar
Grammar
Plagiarism
Plagiarism
Writing
Writing
Score
Score
What Is Quality Management
What Is Quality Management

Definitions of Quality - Quality is “Fitness for Purpose”

- Quality is “Doing it right the first time and every time”

- Quality is “The Degree to which the design specifications for a product or service are appropriate to its function and use, and the degree to which a product or service conforms to its design specifications”.

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 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, in the same way that the Japanese achieve this with company wide quality control. Quality is important for the continuous growth and survival of the nations, industries, organizations, and individuals.
Importance of Understanding Customers and Suppliers in an Organization

Customers and Suppliers exist in each department, each office, each home, etc. These are “the quality chains”, and they can be broken at any point by one person or one piece of equipment not meeting the requirements of the customer whether he is internal or external. Failure to meet the requirements in any part of a quality chain has a way of multiplying, and failure in one part of the system creates problems elsewhere, leading to yet more failure and

You May Also Find These Documents Helpful

  • Powerful Essays

    Today, there is no single universal definition of quality. Some people view quality as ―performance to standards.‖Others view it as ―meeting the customer’s needs‖ or ―satisfying the customer.‖ Let’s look at some of the more common definitions of quality.…

    • 20350 Words
    • 82 Pages
    Powerful Essays
  • Powerful Essays

    Total Quality Management

    • 6795 Words
    • 28 Pages

    The pace of technological progress and industrial development has been dramatically intensified the competition in the business environment. While the competition was mainly within the countries before the Second World War, global competition and international business are regarded as the two major outcomes of the Second World War (Kathawala and Nanda, 1989; Raeside and Walker, 2001). The Japanese approach toward quality, which was later regarded as Total Quality Management (TQM), had tremendous impact on organizations and management practices, where it has been considered as “the Second Industrial Revolution” (Kanji, 1990).…

    • 6795 Words
    • 28 Pages
    Powerful Essays
  • Good Essays

    "Quality is the hallmark of every successful company. It is blend of good design, efficient production and reliability, which, once achieved, brings benefits such as reduced waste, lower overheads, better products and services and hence fewer customer complaints".…

    • 747 Words
    • 4 Pages
    Good Essays
  • Better Essays

    “Ishikawa built on Feigenbaum’s concept of total quality and promoted greater involvement by all employees, from the top management to the front-line staff, by reducing reliance on quality professionals and quality departments. He advocated collecting and analyzing factual data using simple visual tools, statistical techniques, and teamwork as the foundations for implementing total quality. Like others, Ishikawa believed that quality begins with the customer and, therefore, understanding customers’ needs is the basis for improvement; he also believed that complaints should be actively sought. Some key elements of his philosophy are summarized here.…

    • 1182 Words
    • 5 Pages
    Better Essays
  • Better Essays

    1.0 Total Quality Define total quality & quality. Total Quality: an approach of doing business that attempts to maximize the competitiveness of an organization through the continual improvement of the quality of its products, services, people, processes, and environments Quality: a dynamic state associated with products, services, people, processes, and environments that meets or exceeds expectations and helps produce superior value. List the elements of total quality 1. Strategically based: Comprehensive strategic plan that contains at least the following elements: vision, mission, broad objectives, and activities that must be completed to accomplish the broad objectives. 2. Customer Focus: External customers define the quality of the product or service delivered. Internal customers help define the quality of the people, processes, and environments associated with the products or services. 3. Obsession with Quality: All personnel at all levels approach all aspects of the job from the perspective of “How can I do this better?” 4. Scientific Approach: Hard data are used in establishing benchmarks, monitoring performance, and making improvements. 5. Long Term Commitment: Whole new way of doing business that requires an entirely new corporate culture. 6. Teamwork: Energy should be focused on improving quality and in turn external competitiveness. 7. Continual Process Improvement: To continually improve products and services it is necessary to continually improve systems. 8. Education and Training: People who know how to work hard also learn how to work smart. 9. Freedom through Control: Controls such as scientific methodologies lead to freedom by empowering employees to solve problems within their scope of control. 10. Unity of Purpose: It means that all employees work toward a common goal. 11. Employee Involvement and Empowerment: Structuring work that allows employees to make decisions concerning the improvement of work processes within well specified parameters.…

    • 2825 Words
    • 12 Pages
    Better Essays
  • Good Essays

    Quality: In technical usage quality can have 2 meanings: (1) The characteristics of a product or service that bear on its ability to satisfy stated or implied needs and (2) A product or service free of deficiencies. [Page 55]…

    • 557 Words
    • 3 Pages
    Good Essays
  • Good Essays

    Total Quality Management

    • 2868 Words
    • 12 Pages

    Total Quality’ represents a competitive strategy. In other words, ‘Quality’ in terms of ‘Total Quality’ is everything an organization does in the eyes of its customers, which will determine whether they buy from this company or from its competitor. ‘Total Quality’ provides an umbrella under which everyone in the organization can strive and create customer satisfaction. TQM has emerged as a new and different way of managing business that allows it to provide quality goods and services at the lowest cost in order to achieve customers’ satisfaction and, at the same time, to ensure satisfactory business development by continuous improvements. TQM, thus eyes the triple targets of gaining maximum productivity, profitability and customer loyalty.…

    • 2868 Words
    • 12 Pages
    Good Essays
  • Better Essays

    Quality can be defined in many ways depending on product or services it refers to. As stated by Russell and Taylor III, (2010) The American Society for Quality (ASQ) defines quality as "a subjective term for which each person has his or her own definition. In technical usage, quality can have two meanings: (1) The characteristics of a product or service that bear on its ability to satisfy stated or implied needs and (2) A product or service free of deficiencies."…

    • 1693 Words
    • 7 Pages
    Better Essays
  • Good Essays

    McDonald s OM

    • 801 Words
    • 3 Pages

    In addition, define the concept of “quality” as used in your work organization. Are there other concepts for “quality”? If so, name one or more.…

    • 801 Words
    • 3 Pages
    Good Essays
  • Satisfactory Essays

    KO=The Coca-Cola Company

    • 596 Words
    • 3 Pages

    Achieving superior quality demands an organization wide commitment to quality and a clear focus on the customer. It also requires metrics to measure quality goals and incentives that emphasize quality, input from employees regarding ways in which quality can be improved, a methodology for tracing defects to their source and correcting the problems that produce…

    • 596 Words
    • 3 Pages
    Satisfactory Essays
  • Best Essays

    Assignment 1

    • 2619 Words
    • 11 Pages

    A. Quality in business has a pragmatic interpretation as the non-inferiority or superiority of something; it is also defined as fitness for purpose. Quality is a perceptual, conditional, and somewhat subjective attribute and may be understood differently by different people. Consumers may focus on the specification quality of a product/service, or how it compares to competitors in the marketplace. Producers might measure the conformance quality, or degree to which the product/service was produced correctly. Support personnel may measure quality in the degree that a product is reliable, maintainable, or sustainable. Simply put, a quality item (an item that has quality) has the ability to perform satisfactorily in service and is suitable for its intended purpose.…

    • 2619 Words
    • 11 Pages
    Best Essays
  • Powerful Essays

    ACCT 361 Midterm Notes

    • 4340 Words
    • 13 Pages

    Quality on the production line (conformance to technical specifications) reduces costs and supports a cost leadership strategy…

    • 4340 Words
    • 13 Pages
    Powerful Essays
  • Good Essays

    Even though the approach to resolving quality issues differ with the different quality management programs but the goal of every “business remains the same to generate a high quality, high-executing product or service that conforms to and passes the customers ' expectations,” (The Importance of Quality Management, 2010). This business practice of quality management is significant to companies for a number of reasons.…

    • 976 Words
    • 4 Pages
    Good Essays
  • Powerful Essays

    The totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied — ASQ (American Society for Quality) needs.…

    • 2159 Words
    • 9 Pages
    Powerful Essays
  • Powerful Essays

    The concept of “quality” has evolved to mean far more than the integrity of a manufactured product. Quality now represents a philosophy, a system of methodologies and practices, and an ongoing commitment to business excellence that encompasses all issues and engages all individuals within an organization.…

    • 1944 Words
    • 8 Pages
    Powerful Essays