1 Quality Improvement in the Modern Business Environment

CHAPTER OUTLINE

1.1    THE MEANING OF QUALITY AND QUALITY IMPROVEMENT

1.1.1    Dimensions of Quality

1.1.2    Quality Engineering Terminology

1.2    A BRIEF HISTORY OF QUALITY CONTROL AND IMPROVEMENT

1.3    STATISTICAL METHODS FOR QUALITY CONTROL AND IMPROVEMENT

1.4    MANAGEMENT ASPECTS OF QUALITY IMPROVEMENT

1.4.1    Quality Philosophy and Management Strategies

1.4.2    The Link Between Quality and Productivity

1.4.3    Supply Chain Quality Management

1.4.4    Quality Costs

1.4.5    Legal Aspects of Quality

1.4.6    Implementing Quality Improvement

CHAPTER OVERVIEW AND LEARNING OBJECTIVES

This book is about the use of statistical methods and other problem-solving techniques to improve the quality of the products used by our society. These products consist of manufactured goods such as automobiles, computers, and clothing, as well as services such as the generation and distribution of electrical energy, public transportation, banking, retailing, and health care. Quality improvement methods can be applied to any area within a company or organization, including manufacturing, process development, engineering design, finance and accounting, marketing, distribution and logistics, customer service, and field service of products. This text presents the technical tools that are needed to achieve quality improvement in these organizations.

In this chapter we give the basic definitions of quality, quality improvement, and other ...

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