Reflections on the Future of Quality

Abstract:Over the years, the intent of quality systems has evolved from enhancing customer satisfaction by meeting their needs to improving overall organizational performance and capabilities. But quality management systems have always lagged behind evolving concepts of quality and organizational excellence. Continual improvement is a defensive approach to eliminate what customers do not like, whereas value generation is a product of offensive quality that creates what customers do like. The objective of a QMS is, therefore, really excellence and must characterize the organization as a whole, not just its products and services. To be effective the QMS must evolve into a business management system that addresses and incorporates the entire enterprise. In an integrated management system, knowledge of product and process technology is applied to the creation of maximum value to meet the needs of customers and stakeholders. A sidebar article provides a modern parable explaining the true focus of the …

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