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TQM
Quality Management, 6th ed.
Goetsch and Davis

1

© 2010 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.

Quality Management for Organizational
Excellence
Lecture/Presentation Notes
By:
Dr. David L. Goetsch and Stanley Davis
Based on the book
Quality Management for Organizational Excellence
(Sixth Edition)

Quality Management, 6th ed.
Goetsch and Davis

2

© 2010 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.

MAJOR TOPICS
What is Quality?
The Total Quality Approach Defined
Two Views of Quality
Key Elements of Total Quality
Total Quality Pioneers
Keys to Total Quality Success

Quality Management, 6th ed.
Goetsch and Davis

The Future of Quality Management in 21st
Century
3

© 2010 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.

Quality
Fred smith: performance to the standard expected by the customer

Boeing:providing our customer with product and service that consistently meet thier needs and expectations

The US department of defense :doning the right thing right the first time
,always striving for improvment ,and always satisfaying the customer.
Robbins et al., Fundamentals of Management, 4th Canadian Edition
©2005 Pearson Education Canada, Inc.

Quality is a dynamic state associated with product , services
,people, processses, and environments that meet Customer needs and expectations and help produce superior value Quality Management, 6th ed.
Goetsch and Davis

5

© 2010 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.

1

• Quality appllies to products, services,people, processses, and environments. 2

• Quality is an ever changing state.

3

• Quality must give superior value to the customer (superior value has 3 elements: superior Quality , superior cost, superior service) Quality Management, 6th ed.
Goetsch and Davis

6

© 2010 Pearson Higher Education,
Upper Saddle River, NJ 07458. • All Rights Reserved.

The Total Quality
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