Student Learning Objective 1

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

Learning Objective B

Explain fundamental definitions of total quality.

Content

The topic of Module B is total quality and total quality management. I particularly like the textbook authors' definition of total quality as "an approach to 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." Another important concept is achieving total quality from the Besterfield textbook.

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Slide 6: Total Quality

• Figure 1-2 Total Quality: What It Is and How It Is Achieved
• What it is
  • Total quality is an approach to 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.
• How It is Achieved
  • The total quality approach has the following characteristics:
    • Strategically based
    • Customer focus (internal and external)
    • Obsession with quality
    • Scientific approch to decision making and problem solving
    • Long-term commitment
    • Teamwork
    • Continual improvement of people, processes, products, services, and environments
    • Education and training
    • Freedom through control
    • Unity of purpose
    • Employee involvement and empowerment
    • Peak performance as a priority

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Slide 7: Achieving Total Quality

• Customer Focus
  • Measures
    • Statistical process control
    • Benchmarking
    • Quality Tools
  • People
    • Quality is built in
    • Quality is expected, not inspected
    • Employees are empowered
  • Processes
    • Continual improvement
    • "Good enough" is never good enough