QUALITY MANAGEMENT

CHAPTER 1 :
THE TOTAL QUALITY APPROACH TO QUALITY MANAGEMENT
1. What is Quality? :
- Quality is associated with products,
services, people, processes and
environments that meets expectations
- Helps produce Superior Value.
- Performance that meets customer
needs & expectation
- Satisfying the customer today and
getting better tomorrow
5. Key to Total Quality Success :
To Avoid common error such as :-
- Senior management delegation and poor
leadership
- Team mania
- The deployment process
- A narrow & dogmatic approach
- Confusion about the differences among
education, awareness, inspiration and skill
building.
2. What is Total Quality? :
- Is doing business to maximize the
competitiveness of an organization through
Continual Improvement of the Quality of its
products, services, people, and environments.
Total Quality
Approach to
Quality
Management
3. Key Elements of Total Quality:
- Strategically based
- Customer focus
- Obsession with quality
- Long term commitment
- Teamwork
- Continual process improvement
- Education and training
- High performance top priority
4. The Deming’s Cycle Approach:
- The link of production of a product with
consumer needs and focus the resources of
all departments (research, design,
production, marketing) in a cooperative
effort to meet needs that contribute to the
quality movement.
KUALA LUMPUR: Kuala Lumpur International Airport (KLIA) has
bagged the world's number one spot in the Airport Service Quality
(ASQ) survey for the fourth quarter (Q4) 2021.

This placement is achieved alongside nine other international

airports in the same category of over 40 million passengers per
annum that have all received a perfect score of 5.00 in the global
survey,  (MAHB) said in a statement

MAHB managing director Datuk Iskandar Mizal Mahmood said

KLIA had consistently achieved a perfect score of 5.00 for ASQ
element of "feeling safe and secure” in 2021.