1.6: Quality Principles

In the next few chapters, we will investigate different quality philosophies and quality systems. Most quality systems are based on the marriage of two main quality principles; Total Quality Management and Continuous Improvement. Meaning, the customer determines quality specifications, everyone in the company is responsible for product quality, and there is a formal process to continually improve the processes to ensure quality products.

"Total Quality Management (TQM) is a management approach that emphasizes continuous process and system improvement as a means of achieving customer satisfaction to ensure long-term company success.” (Summers, 2010). TQM is not a temporary fix or used for short-term problem-solving. It is a long-term, deeply committed management style that is dedicated to the improvement of the process of an unwavering commitment to meeting the customers’ needs.

“The Continuous Improvement (CI) philosophy focuses on improving processes to enable companies to give customers what they want the first time, every time.” (Summers, 2010) This customer-focused philosophy is a flexible one emphasizing customer service, teamwork, and problem-solving.

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