December 30th, 2007
Total Quality Management Is The Way Of The Future
I. History
The roots of Total Quality Management can be traced to the early 1920’s production quality control ideas, leading from mere inspection to the development of essential processes ideas and tools for business development and performance improvement.
II. What is Quality?
A frequent definition is “The ability to delight the Customer by fully meeting their needs and expectations.” These needs and expectations may include performance, appearance, availability, delivery, reliability, maintainability, cost effectiveness and price. A business must know what these needs and expectations are, must understand them, and measure its ability to meet them. For a business to be really effective a quality approach must cover all people and all activities at every interface within the business. A failure in any part of the system which lets down an internal customer will eventually find its way to the external customer.