BUS4101 WEEK 1

Total Quality Management

Total quality may be de�ned as a continuous improvement effort by an organization to understand,

meet, and exceed customer expectations. The culture of such an organization integrates continual

improvement of all business processes into its activities. In order to implement Total Quality

Management (TQM), an organization needs to identify its goals and objectives, create vision and mission statements, create a quality management team, identify the standards that would help it meet

its identi�ed goals and objectives, choose the appropriate quality tools, choose the benchmarks that

need to be measured and evaluated, and determine the methods of ensuring the evaluation and

improvement of quality processes.

Over the years, many visionaries have delineated different quality management strategies and

techniques.  Some of the most prominent names of those who have made contributions in this area are Frederick W. Taylor, Walter Shewhart, W. Edwards Deming, Joseph M. Juran, and Phillip B. Crosby. 

The contributions of these men have been combined to form what we now know as the total quality

approach to quality management.

The milestones set by these visionary leaders of quality management have not only been instrumental

in the development of quality in the United States, but they also have had a remarkable impact on the

evolution of quality management internationally.  For example, the national quality award in Japan is

known as the Deming Prize.  Although it can now be won by non-Japanese companies, the companies that receive the award are normally those with operations in Japan. 

The contributions of the quality leaders discussed in this video are described in the Supplemental

media �le entitled “Pioneers of Quality.”  Please review that material to get a more complete picture of

the contributions of each of these quality leaders,

Additional Materials

View a PDF transcript of Pioneers Of Quality  (media/week1/SUO_BUS4101%20W1%20L1%20Pioneers%20Of%20Quality.pdf?

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