October 2012
Intermediate to advanced
696 pages
34h 17m
English
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Chapter Highlights
Total quality management (TQM) is different from the old concept of quality because its focus is on serving customers, identifying the causes of quality problems, and building quality into the production process.
There are four categories of quality costs. The first two are prevention and appraisal costs, which are incurred by a company in attempting to improve quality. The last two costs are internal and external failure costs, which are the costs of quality failures that the company wishes to prevent.
The seven most notable individuals who shaped today's concept of quality are Walter A. Shewhart, W. Edwards Deming, Joseph M. Juran, Armand V. Feigenbaum, Philip B. Crosby, Kaoru Ishikawa, and Genichi Taguchi.
W. Edwards Deming
Armand V. Feigenbaum
Malcolm Baldridge
Seven features of TQM combine to create the TQM philosophy: customer focus, continuous improvement, ...
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