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Student Learning Objective 1

Identify the pioneers of total quality management and their contributions to the field of total quality management.

Learning Objective A

Restate fundamental definitions of quality and quality management

Content

Quality is a term that most people inherently understand but have a difficult time explaining. This module contains an explanation of quality and presents several definitions of quality and quality management.

Slide 2: Overview

  • Quality is a simple concept that is very hard to define

  • As a start, people consider elements of quality

    • Quality involves meeting or exceeding customer expectations

    • Quality applies to products, services, people, processes and environments

    • Quality is an ever-changing state (i.e. what is considered quality today may not be good enough to be considered quality tomorrow)

Slide 3: Besterfield's Quality Elements

Table 1-3: The Dimensions of Quality

DimensionMeaning and Example
PerformancePrimay product characteristics, such as the brightness of the picture
FeaturesSecondary characteristics, added features, such as remote control
ConformanceMeeting specifications or industry standards, workmanship
ReliabilityConsistency of performance over time for the unit to fail
DurabilityUseful life, includes repair
ServiceResolution of problems and complaints, ease of repair
ResponseHuman-to-human interface, such as the courtesy of the dealer
AestheticsSensory characteristics, such as exterior finish
ReputationPast performance and other intangibles, such as being ranked first

Source: Besterfiled, et. al. (2003).

Table 1-3: The Dimensions of Quality

Slide 4: Definitions of Quality

  • From Montgomery's Quality Control Textbook (source: Montgomery (2005))

    • "Quality is inversely proportional to variability"

    • "Quality is fitness for use"

  • From your textbook

    • Quality is a dynamic state associated with products, services, people, processes and environments that meet or exceeds expectations

  • ANSI/ASQ Definition (source: Glossary TAbles for Statistical Quality Control, 3rd edition)

    • "The totality of features and characteristics of a product or service that bear on its ability to satisfy given needs."

Slide 5: Quality Management

  • ASQ (source: Glossary and Tables for Statistical Quality Control) provides the following definition of quality management

Quality management is the totality of functions involved in the determination and achievement of quality

  • Note: Quality management is a part of overall management and includes quality assurance and quality control.