A First Course in Quality Engineering, 3rd Edition

9A System for Quality

That a system is needed for designing, producing, and delivering products and services to satisfy customer needs has been well established since 1950s, and several models for organizing such a system have been proposed. In this chapter, we will explore some of the state-of-the-art models along with some of their predecessors that had laid the foundation for systems thinking in the quality field.

9.1The Systems Approach

The modern approach to producing quality products and services to satisfy customers’ needs calls for creating a quality system wherein the responsibilities for various aspects of meeting customer needs are identified and assigned to the various agencies in the system. The different agencies of the system ...