1.

) Write a short essay explaining the difference between quality and total quality
approach.

Quality is about the concept of meeting or exceeding customer satisfaction with

the standard of excellence of a product or service. It is the process of achieving high
quality products that focused and starts with understanding the customer needs until
they are satisfied. While the Total Quality is an approach to maximize competitiveness of
people, process, products, and services through continuous improvement activities in a
totally integrated effort toward improving performance at every level. Total quality
integrates fundamental management techniques like considering the analogy of three-
legged stool where the seat is customer focused and the three legs are the element of
total quality philosophy: measures, people, and process. The activities are ultimately
focused on increasing customer/user satisfaction.

2.) Pick one (1) quality guru and describe his contribution in achieving total quality in the
workplace.

Joseph M. Juran is an evangelist for quality and quality management, he applied

the Pareto principle to quality concerns in the organization: 20% of the causes are
responsible for creating 80% of the problems. This is also popularly quoted as “the vital
few and the trivial many.” In the later years, Juran used this quote to signal that the
remaining 80% of the causes cannot be ignored. Juran proposed that human relations
problems are supposed to be isolated and that the fundamental cause of quality issues
was resistance to change. Juran's formula for results is to establish specific goals to be
reached, and then to establish plans for reaching those goals; assign clear responsibility
for meeting the goals; and base the rewards on results achieved. The involvement of top
management, the Pareto principle, identifying the need for widespread training in quality,
propagating the new definition of quality as fitness for use, and the project-by-project
approach towards quality improvement are the ideas and concepts for which Juran is
best known, and they are still widely used today.