The Evolution Of Quality Management

1564 Words7 Pages
I always enjoy reading about the history of something because it tends to show you the evolution of it. In this case, the evolution of ‘Quality’ is there. In the definition of quality in Chapter 2, Feigenbaum and Crosby both state what they think is the contributing part of quality. Feigenbaum believes that meeting the customers’ expectations is the key, while Crosby feels that if you put an impeccable product out, then that’s quality. However, Goetsch and Davis define a hybrid version of Feigenbaum and Crosby’s thoughts on Quality, which incorporate the constant change that is the customer. The customer is the driving force that makes business produce goods and services. Each era in the history of quality has its place. Lessons learned along the way have shaped where we are today Quality Management. In the craftsmanship era, businesses had relationships with their small town customers who produced small scale personable products or services that could be shared word of mouth. In order to take quality business into the future there had to be major changes if companies were going to be able to produce ‘quality’ on the global scale. Quality managers tried everything from getting the employees to believe in their work, receive awards, and incentives to do more with less. The history of Quality Management has driven goods and services to be great, and change with the customers’ expectations which continue changing.

Chapter 3: Quality management encompasses a combination of
Get Access