The cause of inefficiency and poor quality is the system, not the employees and it is management’s responsibility to correct the system in order to achieve desired results. The quality of a product is the driving force for any organisation.

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

3.  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.

4.  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

5.  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)

6.  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)

7.  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)

8.  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)

9.  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.

10.  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.