Total Quality

In: Business and Management

Submitted By schilling1
Words 906
Pages 4
Total Quality

Jennifer Schilling-Shaw
University of Phoenix Student
MGT/449
February 11, 2012
Jennifer Schilling-Shaw
University of Phoenix Student
MGT/449
February 11, 2012 Elements and Future

Elements and Future

Quality?
Quality involves meeting or exceeding the customer’s desires or expectations and can form from products, services, people, processes, and surroundings (Goetsch & Davis, 2010). Most will judge the quality of services, people who provide the services, response time, price, environment, and overall satisfaction. Many different individuals have brought useful information to form total quality including Deming, Juran, and Crosby. Today all elements from total quality management are useful to help the organization meet the customer expectations and employee satisfaction.
Total quality is about continuous improvement of the quality of services, products, processes, people and the environment (Goetsch & Davis, 2010). Total quality has 11 critical elements that helps grasp total quality within the whole organization. First it is important for an organization to have a strategic base that includes a vision, mission, broad objectives, and actions that will accomplish the broad objectives. Customer focus also is important which looks to satisfy both the internal customers work together within the organization surrounding the quality of product or services and external customers value the level of quality of the delivered products or services. Next obsession with quality comes when a company becomes obsessed with exceeding or meeting the customer’s expectations. Basically an organization will believe that there is always room for improvement even if the product or services are good enough. The scientific approach is all about collecting hard data to help establish benchmarks, monitor performance and make any needed…...

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