Assessing Total Quality


Spaulding, Marc L.   (1989, ASQC)   ODI, Burlington, MA

Annual Quality Congress, Toronto, Ontario, Canada    Vol. 43    No. 0
QICID: 3630    May 1989    pp. 614-618
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Article Abstract

The use of surveys and other assessment technologies as a management tool is common practice in today's business community. Increasingly, survey techniques are being employed to measure factors of quality relating to the output of product/service, quality of work experience, financial performance, and the like.

In this paper a critique of these technologies including recent developments in assessment technology are discussed. In addition, a new assessment technology is presented which is designed to provide reliable and valid information for managers who need to implement quality improvement programs in their organizations.

The paper begins with a brief overview and critique of the various kinds of survey technologies currently employed in quality assessments. Next, the paper focuses on a discussion of the Total Quality Profile (TQP), which was specifically developed to assess an organization on five key dimensions of quality: customer focus, total involvement, measurement, systematic support, and continuous improvement. Background literature (Deming, Juran, Ishikawa and others) is reviewed in order to present the theoretical model from which the Total Quality Profile was derived. Finally, a discussion of the uses of this new survey technology is presented, and data demonstrating the validity of the survey is reported. Pretests reveal that validity coefficients for each of the five dimensions are significant at or above .70 (Cronbach's Alpha).


Surveys,Quality management (QM)

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