TQM: An Overview and the Role of Management, Quality Management

PPT

Slide 1: What is Quality?

Quality is a perceptual, conditional and somewhat subjective attribute and may
be understood differently by different people.
It’s two meanings, ( in a technical sense )
1. The characteristic of a product or service that is capable to meet a specific need.
2. A product or service that is free of any deficiency

Presenter notes: quality is one that has no standard definition especially in the field of
business.

Slide 2: Walter A. Shewhart, 1930s

• Known as father of modern quality control

• Pioneer in quality management

Customer Satisfaction -> translating subjective wants & values ->

measurable objective characteristics

Presenter Notes:He defined Quality as satisfying customer’s wants by translating

customer’s subjective wants and values to a measurable objective characteristic that
could be achieved with minimal variation.

Slide 3: American Society for Quality ( ASQ )

Quality is
1. Efficiently providing products and services that meet or exceed customer
expectations.

2. Adding value for the customer.

3. Continuously measuring the improvement of processes and service for the

customers.

4. Acting as promised and reporting failures.

5. Doing the right thing at the right time in the right way with the right people.