Chapter you Outline Composition

CHAPTER 1 OUTLINE

" The initial job we now have is to prove quality merchandise that consumers will buy and maintain on obtaining. If we create it successfully and monetarily, we will earn a profit, in which you is going to share. ”

-- William Cooper Procter

The good quality assurance... is any kind of action directed toward providing consumers with goods and services of suitable quality.

GOOD QUALITY

* Silk

* Zhou Dynasty

5. Age of craftmanship

* Early on 20th 100 years: (1900s)

5. Quality control during World War II

* Post-war Japan

5. Quality awareness in U. S. production industry during 1980s: by " Little Q” to " Big Q” - Total Top quality Management 2. Malcolm Baldrige National Quality Award (1987)

5. Emergence of quality management in service industries, government, health care, and education * Development of quality to efficiency excellence

* Growth and re-homing of Half a dozen Sigma

* Current and long term challenge: still apply the principles of quality and performance excellence. Top quality is " a competition without a complete line. ” 7 IMPORTANT FORCES THAT MAY INFLUENCE THE FUTURE OF QUALITY

2. Globalization

2. Social responsibility

* New dimension of quality- new ideas and manage alter

* The aging process population

5. Health Care

2. Environmental issues

* 21st century technology

FORMAL DEFINITION OF QUALITY

* Transcendent definition: brilliance

* Product-based definition: quantities of item attributes * User-based description: fitness to get intended use

* Value-based definition: quality vs . value

* Manufacturing-based definition: conformance to requirements

CUSTOMER-DRIVEN TOP QUALITY

* " Meeting or perhaps exceeding buyer expectations”

* Customers can be...

* Customers

* External customers

5. Internal consumers

TOTAL QUALITY

* People-focused management system

2. Focus on raising customer satisfaction and reducing costs * A systems procedure that works with...



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