Deming, Crosby and Juran

Quality can be greatly affected internally within an organization. Considering that internal factors can be monitored and controlled mainly from within, it is considerably easier to manage, though these factors have a much more direct and immediate effect on the organization where the management responsibility lies. Internal contributors that factor into quality outcomes include leadership styles, administrative policies, and organizational culture. These factors, if not performed to standard or with minimal empathy can cause stress among staff indirectly affecting the consumers. An unpleasant environment may lead to a low morale and dissatisfaction throughout the organization. (Suchman, A., 2001)

Goals in the company are to find the right product for the customer’s particular needs and build a relationship with the customers

Juran 's perspective on quality was based on five general measures, the measures being the cost of poor quality, defects, product/process features, customer needs, and customer behavior. Deming 's measurements were based on the Kaizen approach, which involved the evaluation of each operation

As individuals we all have our own perspective on what would amount to quality. With regards to the general public we are a nation of extreme diversity, with individuals and families from a wide-range of nations, cultures, personal beliefs and superstitions. Therefore, quality may and will have contrasting opinions, or values, an example could be as follows: Each of us having a fine meal at a restaurant may or would have contrasting opinion on the setting, service, and the overall quality of the food.

This week’s assignment is about evaluating the quality issues of three organizations. The three sectors I chose to evaluate are manufacturing, service and government. I will then discuss the importance of quality to each organization, the relationship of quality to customers, the leadership commitment to quality and the alignment of quality to the organization’s strategic goals and objectives.

References1.David A. Grarin, 1987 Competing on the eight Dimensions of Quality, Harvard Business school Review, Nov-Dec, Pp.101-109.

Quality begins with the person providing the service or who makes a quality product which enhances the “perceived value” for the consumer; who gains from the exchange. The employee makes the product, the consumer buys the product, ensuring a relationship with the company who provides the livelihood for the employee. It is a perfect circle.

We had a mission statement that said “Make the best quality product.” That was our mission statement. We need to be convinced that it is the right th9ing to do. That is what I was doing with this “philosophy class”. I am from South America and the country where a Patagonia is. I think when an any company had this mission is very close at success. Because when the process is more important to the end, the quality of the process gives a great end. However, when for you the end is more important to the process you can make a bad quality product for to get better revenue in your company. So for my and (COVEY) the quality into your activity and behavior is on everything in the life if you are businessperson, coach, teacher, and leader. “The end

Yasin and Alavi (1999) conducted a quantitative study to determine if Total Quality Management (TQM) can produce quality improvement

In “Lectures 4-9” we talked about the importance of collecting customer needs and defining the scope of the project before starting the design phase.

Quality of conformance includes technology, manpower and management while availability focuses on reliability, maintainability and logistics support. Juran emphasized that good service quality composed of promptness, competence and integrity. Like Deming, Juran advocated a never-ending spiral of activities that includes market research, product development, design, production process control and inspection and testing, followed by customer feedback. In his view, senior management may play an active and enthusiastic leadership role in the quality management process.

18.   The dimensions of product and service quality are too abstract to be applied to be applied operationally TRUE

The President Ralph Larsen has realized that Wengart has some major problems with the quality however he is focusing on the profitability instead of the longevity of the company. He needs to have the team focus on improving the quality problem or the company’s profits will continue to decrease. Larsen in the effort to improve the quality has decided to seek out help from an OD practitioner who suggests to Ralph to implement Top Quality Management (TQM). Larsen feels that this should be easy to implement and hands it off to Kent Kelly the Vice President. He feels that the TQM program was a matter of common sense (Brown, 2011, p. 365).

5. How can we deliver the value of the new product to meet our customer expectation

Even though Deming, Juran, and Crosby all have similarities between their key principles in quality management there are several aspects that are different to the approaches. They all recognize the importance of measurement to improve quality; however, the level of importance each emphasizes is different. Crosby and Juran view the cost of quality as the focus of measurement whereas Deming does not use the cost of quality as a focus (Suarez, 1992, p.18). To Deming, meeting the customers’ needs and expectations about a product or service is of higher importance to quality. He also considers unknown costs such as the impact of lost customers to be more significant than visible costs (Suarez, 1992, p.18).