The three fundamental concepts The three strong forces The three critical processes The evolution of total quality National and International Quality

Awards

Customer focus: internal and external customers

Continuous improvement: in manufacturing and service organizations

The value of every associate: contributions of every individual, self-directing work teams, and improvement teams.

Alignment: clear vision, clear definitions of objectives, translation of key objectives throughout the organization

Linkage: linking activities across all functions and departments, reengineering

Replication: apply similar problem solving methodology to achieve the same results

Quality Planning Process: establish project, identify customers, discover customer needs, develop product, develop process, develop control/transfer to operations, Measure (graph on p. 96)

Quality Control (the Juran Trilogy, p.97) Quality Improvement Process (long

standing performance levels)

Product quality (1892 to present) Product process quality (1924 to

present) Service quality (1960 to present) Service quality process (1980 to

present) Business planning (1990 to present)

Leadership (120 points) Strategic planning (85 points) Customer and market focus (85 points) Information and analysis (90 points) Human resource focus (85 points) Process management (85 points) Business results (450 points)

Leadership (100 points) People management (90 points) Policy and strategy (80 points) Resources (90 points) Processes (140 points) People satisfaction (90 points) Customer satisfaction (200 points) Impact on society (60 points) Business results (150 points)

First-level categories: policy, organization and its management, education and dissemination, quality information management, analysis, standardization, control, quality assurance, results, planning

Second-level categories (examples of policy elements): management and quality policies, policy generation, consistency of policies, use of statistical methods, policy transmission/diffusion, review of policies and results, relationship between policies and plans.