Changing Concepts and Management of Quality Worldwide


Feigenbaum, Armand V.   (1997, ASQ)   General Systems Company, Pittsfield, MA

Quality Progress    Vol. 30    No. 12
QICID: 13181    December 1997    pp. 45-48
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Article Abstract

In the global marketplace, total quality systems and processes have affected many companies over the decades, while current trends are changing how quality is viewed and managed. Quality is a common, internationalized concept in today's business environment, where there is a demand for complete customer satisfaction. In this era, quality is business effectiveness. It is also partnering, leadership, time management, and activity-based accounting. Goals driven by quality include: cost leadership, employee enthusiasm, satisfaction of customers who expect perfect quality, and cooperation with suppliers. Global trends that will affect the meeting of these goals are: customer demand for satisfaction more in terms of performance and service than in reduction of defects; refocusing of quality efforts onto key quality work processes and away from defect reduction; worldwide economic pressures on companies; and dissatisfaction with bureaucratic management and its emphasis on top-down planning. For an organization to adapt to the new quality concepts, it needs: accurate measurements; management leadership; a clear vision of improvement; an emphasis on stretch goals; optimum use of human resources; and involvement of everyone in teamwork and value-added activities.


Customer satisfaction (CS),Globalization,Leadership,Quality system

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