- 2-1 Introduction and Chapter Objectives
- 2-2 Service Industries and Their Characteristics
- 2-3 Model for Service QualIty
- 2-4 W. Edwards Deming's Philosophy
- 2-5 Philip B. Crosby's Philosophy
- 2-6 Joseph M. Juran's Philosophy
- 2-7 The Three Philosophies Compared
2-1 Introduction and Chapter Objectives
Several people have made significant contributions in the field of quality control. In this chapter we look at the philosophies of three people: W. Edwards Deming, Philip B. Crosby, and Joseph M. Juran. Pioneers in the field of quality control, they are largely responsible for the global adoption and integration of quality assurance and control in industry.
Management commitment is key to a successful program in quality. This often requires a change in corporate culture. The idea of an ongoing quality control and improvement program is now widely accepted. One of our objectives is to discuss some unique quality characteristics in the service industry. A second objective is to study the various philosophies on quality. In this chapter we examine Deming's philosophy in depth. Deming's 14 points for management are fundamental to the implementation of any quality program. These points, which constitute a “road map,” should be understood thoroughly by all who undertake the implementation of such programs. We also discuss Crosby's and Juran's philosophies and compare the three. The goal is the same in all three philosophies: creating ...