Professional Documents
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Management
Definitions of Terms & Concepts
What is Quality?
From the various definitions of quality indicated
by quality gurus in literature, there seem to be
two levels in the concept of quality (Hoyer &
Hoyer 2001:54), namely:
1- level one where quality means conformance
to specifications and
2- level two where it means satisfy the
customer.
Ishikawa 1985
Ishikawas definition of quality is a level two definition,
namely We engage in quality control in order to
manufacture products with the quality which can satisfy
the requirements of consumers. Ishikawas essential
points are that:
(1) quality is equivalent to consumer satisfaction,
(2) quality must be defined comprehensively,
(3) consumers needs and requirements change
continuously, therefore, the definition of quality is ever
changing, and
(4) the price of a product or service is an important part
of its quality (Ishikawa 1985:44).
J.Juran (1988)
Jurans definition of quality is a simultaneous attempt to be a
level one and level two definition. He defines quality based on
a multiple meaning, namely :
(1) Quality consists of those product features which meet the
needs of customers and thereby provide product satisfaction,
(2) Quality consists of freedom from deficiencies. Jurans
essential points are:
(1) a practical definition of quality is probably not possible,
and
(2) quality is apparently associated with customers
requirements, and fitness suggests conformance to
measurable product characteristics (Juran 1988:22).
Quality of healthcare
The IOM stated in 1990 in Medicare: A
Perspectives of TQM
TQM may be defined as a continuous quest for
excellence by creating the right skills and
attitudes in people to make prevention of
defects possible and satisfy customers/users
totally at all times. TQM is an organizationwide activity that has to reach every individual
within an organization.
TQM as a culture
Kanji & Wallace (2000:979) define TQM as: TQM is the
culture of an institution committed to customer satisfaction
through continuous improvement. The two researchers also
use the following definition: TQM is a corporate culture
characterized by increased customer satisfaction through
continuous improvements, in which all employees in the firm
actively participate.
Sashkin & Kiser (1993:39), experts on the subject, offered
this definition of TQM: TQM means that the institutions
culture is defined by and supports the constant attainment of
customer satisfaction through an integrated system of tools,
techniques and training. This involves the continuous
improvement of institutional processes, resulting in high
quality products and services.
TQM as a strategy
- Dean & Evans (1994:7) define TQM as an
integrated, systematic, institution-wide strategy for
improving product and service quality.
Jones (1994:98) defines TQM as a strategy for
improving institutional performance through the
commitment of all employees to fully satisfying
agreed customer requirements at the lowest overall
cost through the continuous improvement of
products and services, business processes and the
people involved.
TQM as a system
- Evans & Dean (2003:16) define TQM as a total system
Principles of TQM
According to Dean & Bowen (1994:394), TQM
implementation can only be accomplished
through a set of principles that supports the
TQM philosophy. What differentiates TQM
from other management processes is the
emphasis
on
continuous
improvement;
continuous improvement of individuals, of
groups and of institutions.
Principles of TQM
TQM begins at top management Top management should
demonstrate understanding, commitment and be involved in the
total quality improvement process from day one in order to
improve quality in all areas of the institution.
TQM requires total employee involvement Institutions need
imagination, ideas, input, commitment and energy from everyone
in the institution to reach for world-class quality that will make a
country competitive in todays market. Therefore, involvement of
every individual and respect for their inputs are necessary for
successful TQM implementation.
TQM focusses on the customer Institutions depend on their
customers and therefore should understand current and future
customer needs, meet customer requirements and strive to exceed
customer expectations.
1924-1932:
1960:
1972:
1973:
Mid 1970s:
1986.
First edition of Demings Out of the crisis. It became a best
seller.
1987.
First edition of ISO 9000 quality management system series.
1987. Publication of the Malcolm Baldridge National Quality
Award.