...Total Quality Pioneer: W. Edwards Deming Melissa McLean University of Phoenix MGT/449 Gary Hudson January 24, 2011 Total Quality Pioneer: W. Edwards Deming It can be challenging to define exactly what quality is, as it varies on each individual’s perspective. Different individuals tried their hand at pioneering the concept of total quality management. W. Edwards Deming was known as a quality pioneer in the total quality movement. Today, the implementations of Deming’s elements of quality are essential to the success of organizations in attaining high customer satisfaction. Based on the elements that can be extracted from the idea of quality, the definition is best suited as a dynamic state associated with products, services, people, processes, and environments that meets or exceeds expectations and helps produce superior value (Goetsch, D. & Davis, S., 2010). There are three main elements of quality. The first element is to meet or exceed customer expectations. The second element states that quality applies not only to products and services, but also, people, processes, and environments. The third element of quality is that it is constantly changing. This meaning that a product that was considered of high quality ten years ago may not hold that same level of quality today. W. Edwards Deming was known as one of the best quality pioneers in the United States. At first the major U.S. organizations did not feel they need the assistance of Deming do to their...
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...Total Quality Pioneers Quality is essential to providing products to and generating loyal customers. Quality encompasses customer expectations, the value of the product or service, and that what is considered quality may vary depending on the times, the region, or the environment. Echoing the words of Goetsch and Davis (2010), "quality is a dynamic state associated with products, services, people, processes, and environments that meets or exceeds expectations and helps produce superior value." (p. 5). Quality and Elements Total Quality attempts to increase continuously the competiveness of an organization by working to improve the quality of products, services, people, processes, and environments. The key elements of total quality consist of strategically based, customer focus, obsession with quality, scientific approach, long-term commitment, teamwork, continual process improvement, education, training, freedom control, unity of purpose, employee involvement, and empowerment (Goetsch, Davis, 2010). The Strategic base element states that the company would need to have a mission, vision, broad objectives, and activities that need completing to achieve set objectives (Goetsch, Davis, 2010). External and internal business functions should focus on customer satisfaction. Obtaining a goal of 100% customer satisfaction involves teamwork from every department within the organization. This teamwork aids in the continual process improvement; continuously working to improve systems...
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...Total Quality Pioneers Paper By: Alton Lee May 17, 2011 MGT/449 Thomas Ach In this paper I will attempt to define quality, explain why the elements are useful in today’s society, explain what I think the future of quality is and show how the use of the elements made a quality pioneer successful. Quality is a factor that consumers eagerly refer to when describing a favorable or unfavorable good, service, or experience. As a consumer, it is hard to give a definition of what quality is, because quality differs depending on the individual. Quality can be summed up as when the consumer’s needs are met or surpassed when overall experiences. Quality is a dynamic state associated with products, services, people, processes, and environments that meets or exceeds expectations and helps produce superior value. (Goetsch & Davis, 2010). Kaoru Ishikawa knew that the way people was thinking about work and wanted to that. He pushed for manager to refuse to accept being satisfied with just improving the quality of a product, but be adamant on taking that quality improvement one step further with continuous customer services. Ishikawa believed that a company’s overall quality control should have continued customer service. This means that when a customer purchase a product their service will extend beyond the store and they will still receive the good quality customer service even after receiving the product. Mr Kaoru Ishikawa believes that good customer...
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...Total Quality Pioneers Corrine Oliver MGT/449 Quality Management and Productivity June 3, 2012 Becky McHatten Total Quality is achieved by continuous improvement which involves everyone in the organization. According to or reading total quality is an approach to doing business that attempts to maximize the competitiveness of an organization through the continual improvement of the quality of its products, services, people, processes, and environments (Goetsch, Davis, 2010 pg. 7). Some of the key elements of total quality management are: Strategically Based : organizations that succeed all have and must have a comprehensive strategic plan which has the following elements, vision mission, broad objectives, and activities that must be completed in order to reach the objectives. This type of plan gives an organization a competitive advantage to becoming a world class organization. Customer Focus: The customer in a total quality setting is the driver, and this is true whether the customer is internal or external. The external customer can distinguish the quality of a product or service, while internal customers do the same for the quality of people, processes and the work ethic connected to the products and service. Obsession with Quality: An organization benefits by becoming obsessed with meeting and exceeding the quality as defined by the organizations internal and external customers. Scientific Approach: People skills, employee involvement and empowerment are important...
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...Goetsch & Davis (2010) define quality as being “an energetic condition linked with goods, services, community, developments, and surroundings that go beyond prospect and assists to turn out better worth”. There are many different thoughts on what quality means, and they differ almost as much as they are the same; one thing for certain is that the satisfaction the consumer experiences with a product says a lot about the quality of that product. People expect products that are of high quality without breaking the bank, and this feeds the competitiveness of organizations. Having to juggle putting out high quality products at a good price ensures that quality maintenance is going on in organizations. Each of us has our own view on what quality is, but we all know how important it is in that it not only allows but forces companies to remain competitive to stay in the game and to keep their customers happy. Elements of Quality According to David Chaudron Ph.D. (N/A), quality can be defined as “consistently producing what the customer wants while reducing errors before and after delivery”. Chaudron goes on to say that “quality is not so much an outcome as a never ending process of continually improving the quality of what your company produces”. The elements of quality help because they give the organizations a process in which they are able to maintain their quality standards. Essentially, there are three different elements when it comes to quality. First and foremost, the...
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...Total Quality Pioneers Joshua McCourt MGT/449 February 13, 2012 Dr. Olivia Herriford Total Quality Pioneers This paper will give the definition of quality and define its elements. We will also define the total quality of elements that made the pioneer successful. We will also explain how the elements of quality one used in today’s business environment as well as for future endeavors. Define Quality and its Elements According to the text “Quality is a dynamic state associated with products, services, people, processes, and environments that meets or exceeds expectations and helps produce superior value” (Goetsch, Davis, 2010). What individuals and or organizations consider to be quality at a particular point in time will evolve and eventually change as the organization move forward into the future (Goetsch, Davis, 2010). A company must always produce what the consumer wants but it must also increase its quality of the product or service before it gets to the consumer. The organization must also have a durable product or service that lasts without any problems into the future. This continual improvement in the quality of products or services will insure customer loyalty and increase business for the organization because of its satisfied customers. Quality is applied towards all products and or services as well as the people, processes and environment. Several key elements of total quality are made up of strategically based, customer focus approach, obsession with quality...
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...learned to live in a world of mistakes and defective products as if they were necessary to life. It is time to adopt a new philosophy in America”). Regarded as the leading quality sage, Dr. Deming’s 14 Points have inspired important changes in many organizations endeavoring to compete in the ever-increasingly competitive world. The definitions of quality are continually changing as consumer preferences change, in looking toward the future, the common elements of quality will likely remain constant. In business today, the consumer defines quality. Products or services must not only meet but also exceed the needs, interests, and desires of the consumer. Common elements of the various definitions of quality are: “Quality involves meeting or exceeding customer expectations. Quality applies to products, services, people, processes, and environments. Quality is an ever-changing state (i.e., what is considered quality today may not be good enough to be considered quality tomorrow)” (Goetsch & Davis, 2010, p. 5). Therefore, the definition of quality is subjective and ever-changing. Dr. Deming used the common elements of quality by expanding them through the development of his 14 Points. After World War II, leaders in the United States showed little interest in Dr. Deming’s quality theory. Instead, Dr. Deming realized his success in Japan. Ready to make positive changes and find the best method for doing so, Japanese leaders invited Dr. Deming...
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...Total Quality Pioneers School of Business MGT/449 Total Quality is a way of doing business; it improves the quality of products, services, people, processes, and environments. This is also known as “The Big Q”. The total quality approach is achievable by fallowing and acknowledging the characteristics of having a successful business, these characteristics are also known as the elements of total quality; strategically based, customer focus (internal and external), obsession with quality, scientific approach to decision making and problem solving, long term commitment, teamwork, continual process improvements, education and training, freedom through control, unity of purpose, and employee involvement and empowerment (D.L. Goesch & S.B. Davis, 2010). Dr. W. Edwards Deming is known as the father of the Japanese post-war industrial revival and was regarded by many as the leading quality guru in the United States. Deming’s expertise was used during World War II to assist the United States in its effort to improve the quality of war materials. Deming’s motto was "We have learned to live in a world of mistakes and defective products as if they were necessary to life. It is time to adopt a new philosophy in America.” (Leadership Institute, 2005). There were three specific things that Deming was known for; the Deming Cycle, The fourteen points, and the seven deadly diseases. Deming was very successful in helping organization understand what needed to be done to help...
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...Total Quality Pioneers Carissa Carpenter December 20th, 2010 Quality can be defined in several ways but to make a final definition it’s easier to just combine all common elements, so quality can be defined as a dynamic state associated with products, services, people, processes, and environment that meets or exceeds expectations and helps produce superior value (Goetsch and Stanley). There are a few total quality pioneers but the one that is going to be discussed is W. Edward Deming. Deming has been known as the most influential proponent in quality management in the United States (Goetsch and Stanley). Deming worked at Western Electric and it is here that he began the use of statistics in quality because he noticed the great amount of waste that was at Western Electric. In 1940 Deming tried to help the U.S. Bureau of Census with the adoption of statistical sampling technique but at this Deming’s findings wasn’t being received positively. It wasn’t until WWII that Deming began his success with quality. During WWII Japan began to produce war materials. When the war ended Japan had to change to the production of consumer goods. Japan asked Deming to come over and help change the worlds existing paradigm that Japan produced cheap, shoddy imitations to one of producing innovative quality products (Leadership Institute, 2005). Deming told the Japanese that if they would follow his plan then their desired outcome to change everyone’s mind about the quality of products...
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...Total Quality Pioneer According to Goetsch and Davis, “organizations survive and thrive in a globally competitive marketplace by providing superior value to customers” (2010, p. 6). They further elaborate that, managers must understand how quality fits into the customers perceptions of superior value to satisfy them. Goetsch and Davis further state that total quality was developed into a comprehensive concept that pulled together elements from the different approaches of some of the early pioneers of quality. To gain a better understanding of the concept of quality, this paper will give a general overview of its elements. In addition, the paper will describe how Edward Deming, as a quality pioneer, use of the total quality elements made him successful. The paper will conclude with an explanation of why the elements of quality remain useful and what the author foresees about the future of quality in today’s environment. Overview of Quality Quality is defined differently by different people. For example, before enrolling a child in high school, a parent may look at the Department of Education’s grade for the school, accessibility to the campus, cost of sending the child to the school, and class size. Even though the parent may not verbalize a definition of quality, the attributes she looks at are her preferences for choosing a school that represent quality in her eyes. As a consumer, the parent’s decision about the quality of the school is based on a perception of the measurable...
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...Total Quality Pioneers Nicholas McLaughlin MGT-449 Timothy Peters Introduction This paper will cover quality and its elements, the pioneers of quality and what made them successful. What makes the elements useful in today’s market place and how quality can affect the future. The paper will also what Deming tried to teach for quality and how others expanded on his ideas. As an adjective quality means having a high degree of excellence. As a noun quality means a distinguishing characteristic("American Heritage Dictionary", 2009). The elements of quality are strategically based, customer focus, obsession with quality, scientific Approach, Long-term Commitment, teamwork, continual process improvement, education and training, freedom through control, unity of purpose, and employee involvement and empowerment. Deming was the first person to define quality and what it required to obtain quality. Deming uses the Deming cycle, Deming’s fourteen points, and Deming’s diseases. The cycle talks about consumer research, producing the product, checking the product and marketing the product. Finally, it talks about analyzing how the product is received. This final step is one that is important so that a company can learn about the marketplace. The fourteen points talk about leadership and employee empowerment to make a more efficient workplace. There is also the point of replacing quotas with leadership. Motivation of employees is more...
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...Total Quality Pioneers Quality is very often an elusive concept that can vary in meaning, depending on the context in which it is used. In many cases it is difficult to measure or define quality, particularly when the service or product is intangible. Quality is often the term consumer’s use in reference to an acceptable or unacceptable service, goods, or experience. Goetsch and Davis (2010) stated, “Quality is a dynamic state associated with products, services, people, processes, and environments that meets or exceeds expectations and helps produce superior value (p. 5 ). This paper will highlight the definition of quality and it elements as well as describe the pioneer’s success in using the elements of total quality. In order for an organization to offer quality services, products to customers that service provider must have the desire to provide that quality. The notion of what is quality is constantly changing; what is perceived as acceptable quality by some individuals or organizations today may be unacceptable by those same people the next. In order for any organization to be successful, consumer satisfaction of the service or product must be consistent. The task for management of an organization is to seek elements of quality management that work best in the specific workplace and to match them to other elements that work best in the entire organization. As changes occur in consumer preferences so does the definition of quality changes. Pioneers Process After World...
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...Look at Quality and Its Impact on Today’s Environment MGT/449 June 11, 2012 Nikki Henderson Instructor: Ian Finley What is quality? “Quality itself has been defined as fundamentally relational: ‘Quality is the ongoing process of building and sustaining relationships by assessing, anticipating, and fulfilling stated and implied needs,’ Quality Digest, 2001).” Even those quality definitions which are not expressly relational have an implicit relational character. Why do we try to do the right thing right, on time, every time? To build and sustain relationships. Why do we seek zero defects and conformance to requirements? To build and sustain relationships. Why do we seek to structure features or characteristics of a product or service that bear on their ability to satisfy stated and implied needs? To build and sustain relationships. The focus of continuous improvement is, likewise, the building and sustaining of relationships. It would be difficult to find a realistic definition of quality that did not have, implicit within the definition, a fundamental express or implied focus of building and sustaining relationships (Quality Digest, 2001.) Elements of Quality There are three key elements of quality: customer, process, and employee (Key Elements of Quality, n.d...
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...Total Quality Pioneers MGT/449 Quality Management and Productivity Andy Barron Victor Rayneri June 6, 2011 Total Quality Pioneers Abstract W. Edwards Deming was a very influential person when it came to quality. He influenced the Japanese industrial renaissance after World War II. Deming was also very influential in the United States, but not until after his influence in Japan was heard in the United States. At the beginning, Deming’s own country, the United States, wouldn’t listen to his ideas, so he went to Japan and became known as one of the major contributors of total quality (Petersen, 1987). Define Quality and its Elements Quality is defined in many different ways by many different people. Quality according to Goetsch and Davis (2010) is in the eye of the beholder and customers define quality clearly using specifications, standards, and other measures, showing us that quality can be defined and measured (Goetsch & Davis, 2010). Everyone sees quality in different ways. Consumers concern themselves with quality throughout each day, such as when they eat at a restaurant, go shopping, purchasing a car or a house. Quality is how well we judge what it is we are purchasing or looking to purchase. In purchasing a car consumers look at quality different that if they are buying a hamburger for McDonald’s. In a restaurant a customer might look to see if the meat is well cooked, if the tables or clean, and how long it takes to get their meal to define the quality...
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...Total Quality Pioneers Paper LaShawn Smith Quality Management and Productivity MGT/449 March 14, 2012 Professor Gilbert Tillman Total Quality Pioneers Paper This paper will discuss quality, elements and the pioneer William Edwards Deming. Also this paper will discuss how quality pioneers use total quality elements and became successful. An explanation on why elements of quality are used in today’s environment, and finally a conclusion and what is foreseen about the future of quality. Quality is the described as the state that is in connection with the products, services, people, processes, and environments that’s meet or exceeds the expectations of the customer and helps produce superior value (UOPX ebook Ch.1 p.5). Elements in relation to quality are what assist in the structure of quality, what helps the supreme value to be sufficient with quality. Many people contributed to the various concept of total quality, however there were three main contributors, Joseph M. Juran, Philip B. Crosby, and William Edwards Deming. W. Edwards Deming is the best known out of the three. Mr. Demings work has become he most influential proponent of quality management. (UOPX ebook Ch.1 p.13). Deming is also known for the Deming Cycle, the 14 points for management, and his put together the production of the product and the consumer needs, but focus on the resources of all the departments, which conduct...
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