Total quality changed the way that organizations thought about customers, human resources, and manufacturing and service processes. From this notion, the concept of TQM has evolved into the concept of performance excellence, which can be defined as an integrated approach to organizational performance management that results in: 1. Delivery of ever-improving value to customers and stakeholders, contributing to organizational sustainability. 2. Improvement of overall organizational effectiveness and capabilities, and 3. Organizational and personal learning. 2- Emergence of Six Sigma It is a new approach to quality improvement that re-emerged in the late 1990s. It is a customer-focused and results-oriented approach to business improvement that integrates many traditional quality improvement tools and techniques that have been tested and validated over the years, with a bottom-line and strategic orientation that appeals to senior managers, thus gaining their support. Q1.What factors have contributed to the increased awareness of quality in modern business? - The global marketplace and domestic and international competition have made organizations around the world realize that their survival depends on high quality 1. Globalization: Globalization is driving global supplier networks and the need to manage global quality platforms. Organizations are no longer bound by location and space. And new consumer markets are being created by the Internet, which creates opportunity and concern. Globalization will influence trade policy and trading partners in new, unimagined ways. 2. Social responsibility (SR): As organizations begin to realize that social responsibility is not only the moral thing to do, but that it's also good for business, the world will continue to embrace SR philosophies and practices at an increasing rate. Consumers are demanding more
knowledge of organizational practices, and corporate reputation will play a
greater role in consumer buying choices. Organizations that seek to improve their practices will need to know the concepts, techniques, and tools of quality to deliver on their goals. Issues such as ethics, transparency, social behavior, and environment coincide with the broader considerations of SR and formulate what some have called a "triple bottom line", impact that encompasses people, planet, and profits. 3. New dimensions of quality: A new collection of quality-related competencies will be required if quality is to maintain relevance in a quickly changing world. Organizations are looking for leadership in innovationthe ability to develop new ideas and manage change. This necessitates the commingling of quality and innovation. The emerging focus must work within the systems of Organizations not just be focused on products and services. Organizations must master change and these emerging capabilities, or give way to smaller, newer, and more agile competitors. 4. Aging population: The world's population is getting older, and with that trend come problems and solutions. According to a 2008 report from the United Nations on global population changes, the median age is projected to increase from 29 to 38 years between 2009 and 2050. The fastest growing segment of the population will be people 60 years or older. This aging population will push economies and organizations to respond to the resulting market needs. Aging workers will leave the workforce, and organizations will be charged with replacing those skills. This, in turn, may cause traditional retirement to be redefined as organizations seek to tap into the skills of those who have left the workforce. 5. Health care: A by-product of the other forces on this list, globalization and the aging population have heightened the need and expectation for quality health care. Quality can play an important role in health care by taking waste out of the system so that more people can benefit. Policymakers must also address equity of access inefficiencies in the system only exacerbate these problems. On the positive side, advancements in biotechnology and nanotechnology will result in cures for diseases and prolonged lives. This will require increased focus on quality in the waste-free development of these technologies. Quality can also help ensure operational efficiencies in health care delivery. 6. Environmental concerns: The world has come to understand that much of the environmental damage that has been done cannot be reversed, and that increasing consumption will put even more strain on finite, resources. Quality provides the concepts, tools, techniques, and
standards to foster change.
7. 21st century technology: Technology's impact is difficult to forecast and most certainly surprise us in terms of how it affects current models we think we understand. Some believe technology will deliver solutions to address energy, food, and water shortages, and the need for clean air Information technology and advances in genetics, biotechnology and nanotechnology will change everyday life and drive our future state. A new, innovative definition of quality is required for this innovative age.
Q2 . Explain the various definitions of quality. Can a single
definition suffice? Why? 1. Perfection 2. Consistency 3. Eliminating waste 4. Speed of delivery 5. Compliance with policies and procedures 6. Providing a good, usable product 7. Doing it right the first time 8. Delighting or pleasing customers 9. Total customer service and satisfaction Thus, it is important to understand the various perspectives from which quality is viewed m order to fully appreciate the role it plays in the many parts of a business organization.
Q3. Perspectives Judgmental Perspective
One common notion of quality, often used by consumers, is that it is
synonymous with superiority or excellence first defined quality as the goodness of a product. This view is referred to as the transcendent quality is "both absolute and universally recognizable/ a mark of uncompromising standards and high achievement.
Successful Practice of Total Quality Management Involves Both Technical and People Aspects That Cover The Entire Organization and Extend To Relationships With Suppliers and Customers