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 quality initiatives such
as total quality management (TOM) and six sigma.
• Present the various quality awards and recognition that promote
and encourage firms to provide high-quality goods and services.
