Quality Concepts, Research Paper Example
Words: 805Research Paper
This paper discusses quality concepts in organizations, and major contributors to their contributions. It majorly focuses on Quality as the core customer satisfaction tool that mangers should maintain in their organizations. In addition, the paper distinguishes “at the source” from “inspect quality into the product”
Quality management is a broad area than just controlling the quality of the products. It entails coordination of efforts which, are focused on improving satisfaction of customers, increasing the participation of employees, strengthening supplier partnerships, and facilitating the continuous quality improvement atmosphere o in an organization. Quality concepts encompass total quality management that deals with organizational management and how people should behave and relate at work (Guillemette, Y. and B.P. Robson.2006). TQM is a philosophy grounded in a belief that the organizations long-term success is dependent on the uniform commitment to quality in all aspects of an organization.
Quality concept began back in Japan when the country had begun to rebuild after World War II. They contributed a great deal in Japan post war recovery. Quality does not only apply to goods or manufactured products, but also applies to services. The quality of service is rated by the degree of satisfaction the customer receives from the service. (Guillemette, and Robson.2006). By definition, quality means “the degree of excellence” other definition provided by Crosby for quality include; “quality is the conformance to requirements”. So many philosophers have studied quality concepts and have provided many definitions of the same (Dion, and Coulomb, 2008). For instance, W. Edwards Deming defines quality as “a predictable degree of uniformity and dependability with a quality standard suited to customer”. This s definition provided by this contributor stressed the importance of customer satisfaction or puts emphasis on the customer who will use the products. Of notice also is the fact that the definitions stresses on the conformance, and performance and putting great focus on the customers
Another contributor to quality concepts is the American society for quality (ASQ). This society defines quality as an excellence in services and goods, particularly to the extent they conform to the required standards and satisfy the customers. When tackling the concepts of quality it is important not to assume/avoid reliability. Reliability and quality are inseparable since the customer needs the products and services which are quality and reliable (Dion, and Coulomb, 2008).
Many individuals made very important contributions to quality control management. We shall look at a few of them who include; W. Edwards Deming, Joseph M., Juran, Philip B. Crosby and Armand V. Feigenbaum.
W. Edwards Deming
- Edwards Deming is the most renowned quality expert in the world. He was the major contributor to post war industrial revival of Japan. He lectured severally in Japan and his lectures were taken into account resulting in industrial revival. Deming believed that quality is the sole responsibility of the management .therefore, He provided 14 points that an organization must follow to achieve total quality management. The fourteen points include;
- Create constancy of purpose towards improvement of product service
- Adopt new philosophy.
- Cease dependence on mass inspection. Avoid mass inspection by building quality into the product.
- End awarding business on price and Focus on minimum total cost
- Constantly improve the system of production and service
- Institute training
- Institute and adopt organizational leadership
- Drive fear out of the organization
- Break down barriers between departments
- Eliminate slogans, exhortations and numerical targets for their workmanship
- Institute vigorous program of education
- Take action to accomplish transformations.
- encourage education and self- improvement for every one
- Remove barriers that hinder people from pursuing their workmanship.
- Joseph M. Juran
He is the founder of Juran institute, which offers training and consultancy services in quality. He was invited to Japan and offered training on quality management. he defined quality as the” fitness for use” additionally, he proposed the quality trilogy: quality planning, quality control, and quality improvement.
- Philip B. Crosby
He contributed to quality management by his writings and lectures. He has a consulting and training institute in quality management. He provided a detailed quality management grid which has various strategies for quality amazement.
- Armand V. Feigenbaum
He is a pillar in the history of quality. His book influenced much of the earlier philosophy on the process of quality management. He proposed 3 steps of quality improvement; quality leadership, quality technology, and organization development (Coulomb 2006).
The paper has highlighted quality concepts, organizations and contributors and their contributions inequality management. Quality is a wider aspect of organizational performance and customer service minding.
Coulomb S. (2006.) “Internal migration, Asymmetric shocks, & Interprovincial Economic Adjustments in Canada ”, International Regional Science Review, SAGE publications, volume 29, no. 2, p. 199 to 223.
Dion, P. & Coulombe, S. (2008) “Portrait of the mobility of Canadians in 2006: Trajectories & characteristics of migrants”, Report on Demographic Situation in Canada 2005 & 2006, Statistics Canada catalogue no. 78 to 98.
Guillemette, Y. & Robson. P., (2006). “No Elixir of Youth: Immigration Cannot Keep Canada Young”, Backgrounder, C.D Howe Institute, no. 96, 16 p.
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