Outline of Total Quality Management

Abstract

Quality has been defined in a variety of ways by many experts in quality who have received much recognition. They may be categorized in the following four groups:

• (1) From the viewpoint of the user:

  • (a) Quality is a predictable degree of uniformity and dependability, at low cost and suited to the market - Deming

  • (b) Quality if fitness for use - Juran

  • (c) Quality is the totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs - (ISO 9000), etc.

• (2) From the viewpoint of the maker

  • (a) Quality is conformance to requirements - Crosby etc.

• (3) From the viewpoint of both of the user and the maker

  • (a) Quality is in its essence a way of managing the organization-Feigenbanm

  • (b) Quality is a systematic approach to the search for excellence. (Synonyms : productivity, cost reduction, schedule performance, sales, customer satisfaction, team work, the bottom line). The American Society for Quality Control Poster, etc.

• (4) From the viewpoint of the society

  • (a) Quality is the loss imparted by the product to society from the time the product is shipped. - (Taguchi), etc.