Nader, Gary J. (1989, ASQC) James River Graphics, South Hadley, MA
During the last decade, Western industry has awakened to the "gold mine" that exists through quality planning and improvement in product manufacturing. What continues to escape the notice of many companies, however, is the vast opportunity that exists in the non-manufacturing segment of business. Quality of order writing, scheduling, billing, maintenance, personnel hiring, purchasing, testing, and other activities can have a substantial effect on profitability, customer satisfaction, and job stress reduction.
Quality concepts of measurement, planning, control, and improvement can and should be applied to these segments. Quality tools and methods are easily adapted to diagnose problems and to identify solutions. This paper discusses the actual application of these principles and procedures by non-manufacturing groups. It also considers Management's role and the creation of an "error-friendly" environment.
Quality management (QM)