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Definitions of Total Quality

Author: Mr D Wilson

Source of document: Open University

Date: 03/05/95

Kaoru Ishikawa: Quality should encompass after sales service, management, the company itself and the human being.

• Genichi Taguchi: Total Quality is the minimum loss imparted to society by the product from the time it is shipped (rework, maintenance, scrap, down time due to failure, warranty claims, poor product performance).
• Joseph Juran: Fitness for use.
  • Quality characteristics:
  • Species (structural, sensory, time oriented, commercial, ethical).
  • Parameters (quality of design, quality of conformance, the ability, product safety, field service)
• Philip Crosby: Conformance to requirements.
  • The system is prevention not appraisal.
  • The standard is zero defects.
  • Measurement is the price of non conformance.
• Armand Feigenbaum: Total Quality Control is the integration of:
  • Quality development.
  • Quality maintenance.
  • Quality improvement.
• To enable:
  • Marketing.
  • Engineering.
  • Production.
  • Service.
• My view: Total Quality is a state of mind. A way of viewing all aspects of day to day activity both in and out of work.
• 

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