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With the total quality approach, customers ultimately define quality. This makes the critical point that quality is in the eye of the beholder. Although few consumers could define quality if asked, all know it when they see it.

This makes the point that quality can be defined and measured. Customers that are businesses will define quality very clearly using specifications, standards, and other measures. WHAT IS QUALITY? To understand total quality, we must first understand quality. This chapter provides an overview of that concept, laying a foundation for study. It is the pulling together and coordinated use of these and other previously disparate elements that gave birth to the comprehensive concept known as total quality. However, individual elements of the concept-such as the use of statistical data, Six Sigma, Lean, teamwork, continual improvement, customer satisfaction, and employee involvement-have been used by visionary organizations for years. Quality Certifications The total quality concept as an approach to doing business began to gain wide acceptance in the United States in the late 1980s and early 1990s. The Future of Quality Management in the Twenty-First Century. THE TOTAL QUALITY APPROACH TO QUALITY MANAGEMENT: ACHIEVING ORGANIZATIONAL EXCELLENCE There are really only three types of people: those who make things happen, those who watch things happen, and those who say, вЂњWhat happened?вЂќ -Ann Landers Just-in-Time/Lean Manufacturing (JIT/Lean) David L. Continual Improvement Methods with Six Sigma, Lean, Lean Six Sigma, and More David L. Optimizing and Controlling Processes through Statistical Process Control David L. Problem Solving and Decision Making David L.

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ISO 9000 and Total Quality: The Relationship David L. Overcoming Politics, Negativity, and Conflict in the Workplace David L. Customer Satisfaction, Retention, and Loyalty David L. Partnering and Strategic Alliances David L. Strategic Management: Planning and Execution for Competitive Advantage David L. Quality Culture: Changing Hearts, Minds, and Attitudes David L. Quality Management, Ethics, and Corporate Social Responsibility David L. Quality and Global Competitiveness David L.

The Total Quality Approach to Quality Management: Achieving Organizational Excellence David L. The use of any trademark in this text does not vest in the author or publisher any trademark ownership rights in such trademarks, nor does the use of such trademarks imply any afп¬Ѓliation with or endorsement of this book by such owners.Д«ritish Library Cataloguing-in-Publication Data A catalogue record for this book is available from the British Library Printed in the United States of AmericaДЎ. All trademarks used herein are the property of their respective owners. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without either the prior written permission of the publisher or a licence permitting restricted copying in the United Kingdom issued by the Copyright Licensing Agency Ltd, Saffron House, 6вЂ“10 Kirby Street, London EC1N 8TS. Pearson Education Limited Edinburgh Gate Harlow Essex CM20 2JE England and Associated Companies throughout the world Visit us on the World Wide Web at: В© Pearson Education Limited 2014 All rights reserved. Quality Management for Organizational Excellence:Introduction to Total Quality David L.