The
Management
& Control of
Quality
Chapter 1
Introduction to Quality
Modern Importance of Quality
“The first job we have is to turn out quality merchandise that consumers will buy and keep on buying. If we produce it efficiently and economically, we will earn a profit, in which you will share.”
- William Cooper Procter
Key Idea
Building—and maintaining—quality into an organization’s goods and services, and more importantly, into the infrastructure of the organization itself, is not an easy task.
Key Idea
Building—and maintaining—quality into an organization’s goods and services, and more importantly, into the infrastructure of the organization itself, is not an easy task.
Quality Assurance
...is any action directed toward providing customers with goods and services of appropriate quality.
History of Quality Assurance
®Skilled craftsmanship during Middle Ages
®Industrial Revolution: rise of inspection and separate quality departments
®Early 20th Century: statistical methods at Bell System
®Quality control during World War II
®Post-war Japan: evolution of quality management
®Quality awareness in U.S. manufacturing industry during 1980s: from “Little Q” to “Big Q” - Total Quality Management
®Malcolm Baldrige National Quality Award (1987)
®Disappointments and criticism
®Emergence of quality management in service industries, government, health care, and education
®Evolution of quality to performance excellence
®Growth and adoption of Six Sigma
®Current and future challenge: continue to apply the principles of quality and performance excellence. Quality is “a race without a finish line.”
Key Idea
Although quality initiatives can lead to business success, they cannot guarantee it, and one must not infer that business failures or stock price dives are the result of poor quality.
Contemporary Influences on Quality
®Globalization
®Innovation/creativity/change
®Outsourcing
®Consumer sophistication
®Value creation
®Changes in quality
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