Running Head: Total Quality Pioneers Paper

Total Quality Pioneers Paper xxxx MGT/449 Quality Management and Productivity
June 29, 2011 xxxx Total Quality Pioneers Paper
In this paper Philip Crosby will be discussed as one of the pioneers of total quality. Quality and its elements will be defined and also total quality elements will be discussed as to why they helped the pioneer in his success. Finally it will be explained why the elements of quality are useful today’s business and what the future quality might look like? In today’s world the majority of consumers require that all of the products and services will have quality. Quality for a manager, consumer or laborer might have different standards or meanings that are why quality has several definitions. Quality is performance to the standard expected by the customer, meeting customer needs the first time and every time, doing the right thing right the first time (Goetsch2010). Quality is made up of elements which are the dynamic state element, products, service, people, processes, environmental elements, and superior value element. The Dynamic states that what is quality nowadays will change in the future as time goes on. While the superior value states that quality is a key element in providing superior value, superior quality, costs and services (Goetsch2010). In order to answer the question on the pioneer’s success total quality has to be defined. Total quality is the customer focus which can be internal or external, obsession with quality, and the use of scientific approaches in decision making and problem solving. Philip Crosby was good in total quality because he was a director of ITT for 14 years and in 1979 he opened his own company called Philip Crosby Associates. He also retired in 1992 to lecture people on quality while performing the duties of a CEO. Crosby defined quality as conformance; he’s the creator of the quality vaccine and the 14 steps to quality improvement. The most important Vaccine consists of three elements which are determination, education, and implementation. The elements of quality in today’s business environment are very crucial because today’s world is speeding by quickly. This means that the consumer has no time to wait for a service but he or she expects quality out of it. Even consumers expect the cheaper items to have quality to them for example cheap tires for a car to perform like tires for a Mercedes Benz which are high end tires. Today’s world managers and workers have to be determined to sell a quality product or service to the customers. Managers and staff need education so that they can implement their skills in the creation of the desired product and services. In the future Quality will rise but the price will rise also because the developing countries are expanding their incomes and becoming competition to each other and highly industrialized nations. That’s why Cosby was right that the managers must be determined, educated so that they can implement it in their work and educate their employees on quality at work. In conclusion quality is expected in every service and product that the consumer buys in America and around the world. Philip Crosby was the chosen pioneer of total quality starting off at ITT and later opening his firm that still teaches his knowledge to others. His quality vaccine and 14 steps helped him and others achieve outstanding results in achieve quality in the workplace. In the future companies will rely on the fact that Crosby’s Vaccine with three ingredients which are education, determination, and implementation will help future mangers maintain quality.

References
Goetsch,D.L.,& Davis, S. B.(2010). Quality management for organizational excellence: Introduction to total quality (6th ed). Upper Saddle River, NJ: Prentice Hall. www.Vectorstudy.com/management_gurus retrieved June 29, 2011