QUALITY

providing superior value to

customers
meeting or exceeding customer
expectations
Quality applies to products,
services, people, processes and
environments.
Quality

is an
changing state

Performance
Standards
Expected

ever
2

by

Consumers/Customers
(Smith)
Meeting customers
need first time and
every timem(GSA)
Providing
our
customers with goods
and
services
that
consistently
meets
their
expectations(Boieng)
Doing right things
effectively
and
efficiently and always
striving
for
improvement
and

always
keen
and
dedicated to satisfy u
customers (DOD)
Organizations survive in the
globally competitive market
place by providing superior
value AND QUALITY to
customers.
Achieving
organizational
excellence
consistently
provide superior value to the
customers over long run.
Satisfying customer needs and
exceeding
customer
expectations.

Continually improving the quality of

products, processes, services and
cost is what total quality is all about

Quality Engineering:
the use of statistical methods in the
control of quality, which eventually
leads to the concept of control charts
and statistical process control, which
are now fundamental aspects of the
total quality approach.

Reliability Engineering:
It began a trend toward moving
quality control towards inserting it
through design and production.
Total Quality Management Principles: The 8 Primary
Elements of TQM

1. Strategically based:

2. Customer-focused
The customer ultimately determines the level of quality. No matter what an organization does to
foster quality improvementtraining employees, integrating quality into the design process,
upgrading computers or software, or buying new measuring toolsthe customer determines
whether the efforts were worthwhile.

3. Obsession with quality

4.

Scientific Approach

In order to know how well an organization is performing, data on performance measures are
necessary. TQM requires that an organization continually collect and analyze data in order to

improve decision making accuracy, achieve consensus, and allow prediction based on past
history.

Observation
Collect data
Hypothesis
Test that hyp
Develop theory

5.Long term commitment

6.Team work
7.Continual Process Improvements
8.Education and Training
9. Freedom Through control:
10.Unity of purpose:

Two Views of Quality

Productivity verses quality

DEMINGs Cycle (Plan-DoCheck-Act-Analyze)

1. Conduct consumer
research and use it in
planning the product (plan).
2. Produce the product (do).
3. Check the product that it
was produced in accordance
with the plan (check).
4. Market the product (act).
5. Analyze how the product
is received in the market
place in terms of quality,
cost and other criteria
(analyze).