Understanding Quality: Principles, Management, and TQM
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Understanding Quality
Quality is a subjective subject; it can be clustered into five quality points of view:
- Internal processes
- Business performance
- Product/service characteristics
- Customer perception
- Company strategy
Quality Planning – The process of identifying the quality standards relevant to the project and deciding how to meet them.
Quality Improvement – The purposeful change of a process to improve the confidence or reliability of the outcome.
Quality Control – The continuing effort to uphold a process’ integrity and reliability in achieving an outcome.
Quality Assurance – The systematic or the planned actions necessary to offer sufficient reliability that a particular service or product will meet the specified requirements.
What is Quality?
“The degree to which the products or services of a business, as well as the processes for providing them, consistently and satisfactorily fulfill the specifications that are explicit or implicit in what it is promised, first to the customer and then to other constituents of the company (including employees).”
“A dynamic state associated with services, products, people, processes and environment that meets or exceeds expectations and helps produce superior value.”
Principles of Quality
Customer focus, leadership, engagement of people, process approach, improvement, evidence-based decision making, relationship management.
The aim of quality management is to ensure that all the organization’s stakeholders work together to improve the company’s processes, products, services, and culture to achieve the long-term success that stems from customer satisfaction.
TQM (Total Quality Management)
Views an organization as a collection of processes. It maintains that organizations must strive to continuously improve these processes by incorporating the knowledge and experiences of workers.
Focus on: Continuous improvement must deal not only with improving results, but more importantly with improving capabilities to produce better results in the future. The five major areas of focus for capability improvement are demand generation, supply generation, technology, operations and people capability.