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Quality is simply a way of managing a business organisation.

(Logothetis,   

 , 1992)

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 á a way of running a business organization.

 
á systems thinking, relevant measurement, participation.


 á the four steps to quality, operating quality costs.

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Armand Feigenbaum originated the approach to quality known as Total Quality Control (TQC),
which has a clear industrial focus. After completing a doctorate at MIT (the Massachusetts
Institute of Technology), Feigenbaum joined the General Electric Company, where he was
manager of world-wide manufacturing operations and quality control, before becoming president
of General Systems Company. His book 

  
(1986), completed while he was
still a doctoral student, and his other works were discovered by the Japanese in the early 1950s.
He was also involved with them through his business contacts with Hitachi and Toshiba.

Bendell (1989á15) states that Feigenbaum presented a case for a µsystematic, or Total approach
to quality¶, and it is argued by Bank (1992á xv) that he was the first to do so. Logothetis
(1992á94) suggests that to Feigenbaum, µquality is simply a way of managing a business
organisation¶, while Gilbert (1992á22) concurs with that and adds that Feigenbaum sees µquality
improvement as the single most important force leading to organisational success and growth¶.

Feigenbaum¶s contribution has been widely recognized. He was founding chairman of the
International Academy for Quality and is a past president of the American Society for Quality
Control, which awarded him the Edwards Medal and Lancaster Award for his international
contribution to quality and productivity (Bendell, 1989á15).







 
 was the originator of ³total quality control´, often referred to as total
quality.
He defined it asá
³An effective system for integrating quality development, quality maintenance and quality
improvement efforts of the various groups within an organization, so as to enable production
andservice at the most economical levels that allow full customer satisfaction´.
He saw it as a business method and proposed three steps to qualityá
‡ Quality leadership
‡ Modern quality technology
‡ Organisational commitment

 
 

‡ Quality concepts apply to products and to services

‡ Quality has many ³scales´ or ³characteristics´

‡ Quality should be aimed at the needs of the customer

‡ Quality means meeting the product quality characteristics that are important to the
customer

  


 

Product and service quality can be defined asá The total composite product and service
characteristics of marketing, engineering, manufacturing, and maintenance through which the
product and service in use will meet the expectations of the customer - A. V. Feigenbaum

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