Quality Progress

November 2014 Issue

Cover Story

Multipronged Approach

A global IT services organization eager to eradicate inefficiencies and enhance customer value integrated multiple quality methods to assemble its business excellence program.

by Prashant Ramakant Patil and Nandkumar Mishra

Open Access



Quality Defined

Finding Harmony

Deciding on a new definition of quality that incorporates concepts around excellence could make this what Joseph M. Juran called “the century of quality.”

by Bob Kennedy

Lean Six Sigma

Bank on It

A European banking giant maximized lean Six Sigma to review and realign its front-to-back operations, which helped it save money and improve customer service.

by Isabelle Monier-Vinard and Adrian Grant

Quality Management

The System Is the Solution

See how your organization’s people, processes and problems intertwine, and pave a pathway to cooperative solutions by embracing the power of systems thinking.

by John R. Schultz

Quality Guru Feigenbaum Dies

Armand V. FeigenbaumArmand V. Feigenbaum—the man who coined the term "total quality control," now known as total quality management (TQM)—died on Wednesday, Nov. 12. He was 92.

For more than 60 years, Feigenbaum shaped TQM’s development. The concept has become widely accepted as a standard operating philosophy in practically all economic sectors.

"Total quality control is an effective system for integrating the quality development, quality maintenance, and quality improvement efforts of the various groups in an organization so as to enable production and service at the most economical levels which allow full customer satisfaction," Feigenbaum wrote in one of his most famous works, Total Quality Control, first published in 1951 under the title Quality Control: Principles, Practice, and Administration.

Using financial performance as an indicator of poor quality, Feigenbaum was one of the first engineers to speak management’s language. He was also considered one of the world’s first true quality professionals.

Read more about Feigenbaum’s career, and watch for an expanded article on Feigenbaum’s legacy and contributions to quality in the January issue of QP.

Defining Quality

View a video interview with Bob Kennedy, author of “Finding Harmony,” as he discusses more about finding a universal definition of quality for the 21st century.

Defining Quality

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