Chapter 1

Introduction to
Quality

2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part..

Contemporary Influences
on Quality
Globalization
Social responsibility
New dimensions of quality
Aging population
Health care
Environmental concerns
21st century technology
2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Defining Quality
Perfectio
n
Providing a good, usable
product
Eliminating
waste

Fast
delivery
Consistency

Doing it right the first time

Delighting or pleasing
customers
Total customer service and
satisfaction
Compliance with policies and
procedures

2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Formal Definitions of
Quality

Transcendent definition: excellence

Product-based definition: quantities of

product attributes
User-based definition: fitness for
intended use
Value-based definition: quality vs.
price
Manufacturing-based definition:
conformance to specifications
2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Customer-Driven Quality
Meeting or exceeding customer

expectations
Customers can be...
Consumers
External customers
Internal customers

2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.

Total Quality
Principles foundation of the

philosophy
Practices activities by which
principles are implemented
Techniques tools and approaches
to make practices effective

2011 Cengage Learning. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part.