Assurance

meeting or exceeding customer expectations

Quality applies to products, services, people, processes and environments.
Quality is an ever changing state
Performance 2 Standards Expected by Consumers/Customers (Smith)
Meeting customers need first time and every timem(GSA)
Providing our customers with goods and services that consistently meets their
expectations(Boieng)
Doing right things effectively and efficiently and always striving for improvement
and always keen and dedicated to satisfy u customers (DOD)
Organizations survive in the globally competitive market place by providing superior
value AND QUALITY to customers.
Achieving organizational excellence consistently provide superior value to the
customers over long run.
Satisfying customer needs and exceeding customer expectations.

Continually improving the quality of

products, processes, services and
cost is what total quality is all
about

Quality Engineering:
the use of statistical methods in the
control of quality, which eventually leads

to the concept of control charts and

statistical process control, which are now
fundamental aspects of the total quality
approach.
Reliability Engineering:
It began a trend toward moving quality
control towards inserting it through
design and production.
Total Quality Management Principles: The 8 Primary Elements of TQM

Strategically based:
Customer-focused
The customer ultimately determines the level of quality. No matter what an organization does to foster
quality improvementtraining employees, integrating quality into the design process, upgrading
computers or software, or buying new measuring toolsthe customer determines whether the efforts
were worthwhile.

Obsession with quality

Scientific Approach
In order to know how well an organization is performing, data on performance measures are necessary.
TQM requires that an organization continually collect and analyze data in order to improve decision
making accuracy, achieve consensus, and allow prediction based on past history.

Observation
Collect data
Hypothesis
Test that hyp
Develop theory

Long term commitment

Team work
Continual Process Improvements
Education and Training
9. Freedom Through control:
10.Unity of purpose:

Two Views of Quality

Productivity verses quality

DEMINGs Cycle (Plan-Do-Check-Act-Analyze)

Conduct consumer research and use it in planning the product (plan).
Produce the product (do).
Check the product that it was produced in accordance with the plan (check).
Market the product (act).
Analyze how the product is received in the market place in terms of quality, cost
and other criteria (analyze).