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 ...