Chapter 14

Total Quality

Learning Objectives

• Define quality• Define total quality• Describe the key elements of Total Quality• Explain the supervisor’s role in quality

improvement

What is quality

• Quality is a dynamic state associated with products, services, people, processes, and environments that meet or exceed current expectations.

• The dynamic state element of this definition refers to that what is considered quality can and often does change as time passes and circumstances are altered.

Total quality defined

• Total quality is an approach of doing business that attempts to maximize the competitiveness of an organization through the continual improvement of its products, services, people, processes, and environments.

How is total quality different?• The total quality approach has the following characteristics:• 1. Customer focus (internal and external)• 2. Obsession with quality• 3. Scientific approach to decision making and problem solving• 4. Long term commitment• 5. Teamwork• 6. Continual process improvement• 7. Education and training• 8. Freedom through control• 9. Unity of purpose• 10. Employee involvement and empowerment

Customer Focus

• Customer focus drives the Total Quality setting.• This applies to both internal and external

customers.• External customers define the quality of the

product or service rendered.• Internal customers help define the quality of

the people, process, and environments associated with the products or service.

Supervisor’s role in quality improvement

• Strategies supervisors can use are:• 1. Do not accept normal levels of delay, mistakes, or defects• 2. Continually improve processes• 3. Focus supervision efforts on helping employees do a better job• 4. Empower through two way communication: listen to employees• 5. Eliminate barriers among departments: close relationship• 6. Provide ongoing education and training: in quality, productivity, and

competiteveness• 7. Emphasize quality• 8. Make the quality commitment visual: displays of good and poor quality• 9. Make sure all employees understand the expectations• 10. Personally conduct periodic inspections• 11. Take the necessary action to correct problems or defects immediately• 12. Make sure all employees are aware of their role in quality improvement

Summary

• Quality is a dynamic state associated with products, services, people, processes, and environments that meet or exceed current expectations.

• Total quality is an approach of doing business that attempts to maximize the competitiveness of an organization through the continual improvement of its products, services, people, processes, and environments.

Home Work

• Answer questions 4 and 6 on page 215.• 4. How is Total Quality different?• 6. What is the supervisor’s role in quality

improvement?