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Total Quality Pioneers1

Total Quality Pioneers Paper

University of Phoenix

MGT/449 Quality Management and Productivity

Mrs. Rebel Mc Clenney

August 01, 2011

Tamara A. Chunn

CERTIFICATE OF ORIGINALITY I certify that the attached paper is my original work. I am familiar with, and acknowledge my responsibilities which are part of, the University of Phoenix Student Code of Academic Integrity. I affirm that any section of the paper which has been submitted previously is attributed and cited as such, and that this paper has not been submitted by anyone else. I have identified the sources of all information whether quoted verbatim or paraphrased, all images, and all quotations with citations and reference listings. Along with citations and reference listings, I have used quotation marks to identify quotations of fewer than 40 words and have used block indentation for quotations of 40 or more words. Nothing in this assignment violates copyright, trademark, or other intellectual property laws. I further agree that my name typed on the line below is intended to have, and shall have, the same validity as my handwritten signature.

Student's signature: Tamara A. Chunn

Total Quality Pioneers

Many people ask what is Quality? According to the Webster Dictionary, Quality is a measure of excellence or a state of being free from defects, deficiencies, and significant variations, brought about by the strict and consistent adherence to measurable and verifiable standards to achieve uniformity of output that satisfies specific customer or user requirements. ISO 8402-1986 standard defines quality as "the totality of features and characteristics of a product or service that bears its ability to satisfy stated or implied needs." In this paper I will look at Philip B. Crosby as my pioneer of total quality and discuss the elements that made him successful. I will than explain why the elements of quality are useful in today’s environment and how I foresee the future of quality. Quality can be defined in many different ways, but all consumers require quality in their service, employees and products to be successful in today’s business world. Quality is performance to the standard expected by customer, meeting customer needs the first time and every time, doing the right thing right the first time according to the reading. (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). Philip B. Crosby was good when it came to total quality. Total Quality is defined as 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 B. Crosby was very successful in his career in quality. He was the director at ITT for 14 years and in 1979 he went on to start his own business called Philip Crosby Associates.

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