The McGraw-Hill 36-Hour Course: Operations Management

CHAPTER 5QUALITY ACROSS THE ORGANIZATION

I can’t define [it] . . . but I know it when I see it.

—POTTER STEWART, OPINION IN JACOBELLIS V. OHIO (1964)

Typically, if you manage for specific results, they include improved performance and/or increased quality. In this chapter, you will learn the foundation for quality management across an organization. We will address quality in the specific contexts of processes and the management of projects in later chapters.

After completing this chapter, you should be able to do the following:

• Define quality

• Explain the key principles of quality management

• Compare and contrast Six Sigma, lean production, and ISO 9000 approaches to quality

• Follow the DMAIC process

• Use quality management tools to perform ...