Quality Management

Some people view quality as 'performance to standards'. Others view it as 'meeting the customer’s needs' or 'satisfying the customer' (Reid and Sanders)

Information about Quality Management

Quality is one of the five 'golden' metrics used to measure performance: the remaining four are total cost, total cycle time, delivery performance and safety (Cane, 2011).

The idea of quality management has been around since the 1920s. Pioneered by Frederick Taylor (also known as the father of scientific management) the field was further developed by W. Edward Deming, Joseph M. Juran and Philip B. Crosby. After World War II, American companies were successfully manufacturing and selling their products, production numbers continued to grow and the quality measures started to fall short. Japan, on the other hand, was dealing with the devastation faced in World War II. In their efforts to recover, Japanese companies developed manufacturing practices with far better quality controls in place and invited foreign experts to share their insights and rebuild the Japanese industrial world. By the 1980s the tide turned and the Japanese started capturing the American market as well (Encyclopedia of Management, 2006).

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