Quality It is the standard of excellence of a product or a service.

Total quality is an approach to maximize the competitiveness of people, processes, products including
services, and environments through continual improvement.

William Edwards Deming – he is the proponent of the Deming Cycle

Deming Cycle is made up of:

 Plan: Choose a process and set objectives.

 Do: Implement the plan and begin collecting data on the results.
 Check/Study: Analyze the results using statistical methods.
 Act: Decide what changes to make in order to improve the process

Joseph M. Juran – he was an evangelist for quality and quality management.

Philip B. Crosby – he was a businessman and author who is best known for his advocacy of zero-defects
management

Competitiveness is the measure of how effective an organization meets the wants and needs of the
customers relative to other organizations that offer similar goods or services.

Ethics is a set of guiding principles that govern humans’ right and wrong actions.

 Utilitarian Principle. It states that the good result of an action should outweigh any harm
 Rights Principle. It states that actions should respect and protect the moral rights of others.
 Fairness Principle. It states that equality should prevail in any given situation.
 Common Good Principle. It states that actions should contribute to the general welfare
 Virtue Principle. It states that actions should be consistent with certain ideal virtues.

Best-Ratio Approach. It is based on the belief that people are basically good.

Black-and-White Approach. It is based on the certainty that right is right, wrong is wrong, and conditions
are irrelevant

Full-Potential Approach. It is based on the philosophy that people are responsible for realizing their full
potential within the confines of morality.

Quality culture is an organizational value system that results in an environment that is conducive to the
establishment and continual improvement of quality.

Leadership for quality is based on the philosophy that continually improving people, processes and
products

Autocratic Leadership. It is also called directive or dictatorial leadership.

Democratic Leadership. It is also called consultative or consensus leadership.

Participative Leadership. It is also known as open or non-directive leadership.

Goal-Oriented Leadership. It is also called results-based or objective-based leadership.

Situational Leadership. It is also known as fluid or contingency leadership.

Selflessness. It pertains to the willingness of an individual to put the team’s interests

Dependability. It refers to being reliable in accomplishing tasks efficiently in consistent manner.

Enthusiasm. It is the eagerness of an individual to accomplish tasks with team spirit.

Responsibility. It pertains to being accountable for their actions, decisions, and performance.

Cooperativeness. It pertains to the ability of an individual to work together towards a common goal.

Resourcefulness. It is the initiative of an individual to propose ideas and find ways

Perseverance. It pertains to the personal outlook of the people to remain positive

Sender. It refers to the originator or source of the message.

Receiver. It is the person or group for whom the message is intended.

Message. It refers to the information, idea, feeling, or intent that is to be conveyed, understood,
accepted, and acted on.

Medium. It is the vehicle used to convey the message.

There are four (4) basic categories of media:

• Verbal category – it includes face-to-face conversations, telephone conversations, speeches,

public address announcements, press conferences, and other approaches for conveying the
spoken word.
• Nonverbal category – it includes gestures, facial expressions, and body language.
• Written category – it includes letters, memorandums, billboards, bulletin boards, manuals,
books, and any other method of conveying the written word.
• Electronic category – it includes the transmission of digital data as well as any other form of
electronic transmission that can be converted into a message understood by humans.

Pareto Charts refer to bar charts on which factors are plotted along the horizontal axis in decreasing
order of frequency.

Pareto Principle - states that eighty percent of the activity is caused by twenty percent of the factors. It
is also known as the “80–20 rule”

Cause-and-Effect Diagrams relate a key performance problem to its potential causes. It is used to
identify and isolate the causes of a problem. It is sometimes called the “fishbone diagram” because of its
structure.

A check sheet is a structured form for collecting and analyzing data.

Histograms these are the graphical representation of data presented by columns on a graph which vary
in height depending on the frequency or number of times a specific range of data occur.
Run charts

1. Ideal. It refers to a predictable process where outputs meet customer needs.

2. Threshold. It refers to a predictable process; however, it does not consistently meet customer
needs.
3. Brink of chaos. It refers to a process that is unpredictable, but the outputs still meet customer
requirements.
4. State of chaos. It refers to a process that produces unpredictable levels of nonconformance.

Stratification This involves investigating the cause of a problem by grouping data into categories.

Five-S. It represents Japanese words that describe the steps of a workplace organization process as
follows:

 Seiri (Sort). It refers to the practice of distinguishing necessary things and eliminating the
unnecessary things in the workplace.
 Seiton (Straighten, Set). It refers to the practice of creating an orderly storage so items can be
located efficiently.
 Seiso (Shine, Sweep). It refers to the practice of maintaining a clean workplace so problems like
leaks, spills, or furniture damages can be more easily identified.
 Seiketsu (Standardize). It refers to the practice of setting up standards for a clean workplace.
 Shitsuke (Sustain). It refers to the practice of supporting behaviors and habits that maintain
organizational standards for the long-term success of the company.

“Kaizen” is the name given by the Japanese to the concept of continual incremental improvement. “Kai”
means “change” and “zen” means “good.”

Lean Approach This approach focuses on maximizing customer value while minimizing waste.

Statistical Process Control (SPC) is an industry-standard methodology for measuring and controlling
quality during the manufacturing process to enable continual improvement.