Total Quality Pioneers

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A Detailed Look at Quality and Its Impact on Today’s Environment MGT/449 June 11, 2012 Nikki Henderson Instructor: Ian Finley

What is quality? “Quality itself has been defined as fundamentally relational: ‘Quality is the ongoing process of building and sustaining relationships by assessing, anticipating, and fulfilling stated and implied needs,’ Quality Digest, 2001).”
Even those quality definitions which are not expressly relational have an implicit relational character. Why do we try to do the right thing right, on time, every time? To build and sustain relationships. Why do we seek zero defects and conformance to requirements? To build and sustain relationships. Why do we seek to structure features or characteristics of a product or service that bear on their ability to satisfy stated and implied needs? To build and sustain relationships. The focus of continuous improvement is, likewise, the building and sustaining of relationships. It would be difficult to find a realistic definition of quality that did not have, implicit within the definition, a fundamental express or implied focus of building and sustaining relationships (Quality Digest, 2001.) Elements of Quality There are three key elements of quality: customer, process, and employee (Key Elements of Quality, n.d.). Everything an outstanding company needs to continue being outstanding is these three indispensable elements (Key Elements of Quality, n.d.). The first element is the customer. Customers are the center of any company’s genetic make-up as they are what truly define quality (Key Elements of Quality, n.d.). “They require performance, reliability, competitive prices, on-time…...

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