Category Archives: Quality Management

Armand Feigenbaum

Armand Feigenbaum In 1956, Armand Feigenbaum proposed the concept of total quality control which begins with the recognition that quality is the responsibility of everyone in the organization. He stressed interdepartmental communication, particular with respect to product design control, incoming material control, and production control. Like Juran. he believed in the power of the Cost-of-quality framework, and

Joseph M. Juran

Joseph M. Juran Like Deming. Juran also visited Japan shortly after the end of World War 11to assist in rebuilding its industrial base. Also like Deming, Juran emphasized the importance of producing quality products. and thus directed his efforts while in japan toward teaching Quality.

W. Edwards Deming

W. Edwards Deming A thorough understanding of statistical process control (SPC) is the basic cornerstone of Deming's approachto quality. In fact, the Japanese.were so impressed with his knowledge of SPC that they invited him back to teach the subject to Japanese managers and workers Deming emphasized the importance of having an overall organizational approach for quality management. He therefore insisted that top

Walter A. Shewhart

Walter A. Shewhart Walter A. Shewhart, as mentioned earlier, was a statistician at Bell Laboratories who studied randomness in industrial processes. He developed a system that permitted workers to determine whether the variability of a process was truly random or due to assignable . If a process exhibited only random variation, it was considered to he "in control." II a process exhibited nonrandom variation, the

The Quality Gurus

The Quality Gurus  Over the years there have been many individuals involved in the quality revolution, Several have been recognized as quality gurus for their valuable contributions and forward thinking Walter A. Shewhart. W. Edwards Deming. Joseph M. Juran. Armand Feigenbaum. Philip Crosby. and Genichi Taguchi. While they share much in common in terms of how they view quality. each has left his own unique stam

Managerial Issues

Managerial Issues Quality will always matter to customers-so it should be a high priority for every manager. This is true for both manufacturing operations as well as services, Defining quality from the customer's perspective, however, is very difficult as it can mean different things to different people: This is one of the major challenges facing managerial today, At the same time, the level of quality being


CUSTOMER SATISFACTION IS KEY TO SUCCESS AT SUNNY FRESH FOODS. Sunny Fresh Foods (SFF)manufactures and distributes more than 160 different egg-based food products to more than 1,200 food service operations across the United States: Its customers in quick-serve restaurants, schools, hospitals and convenience stores. Competing with about 40 other' companies, SFF is ranked second in its industry (up from 14th i

Quality Management

Chapter Objectives • Introduce those individuals, often referred to as quality gurus who have played a significant role in the evolution of quality management 1. and describe their specific contributions. • Identify the different dimensions of quality as they relate to bond goods and services . • Define the various elements that comprise he cost of quality • Describe the more successful management qualit