Although quality and quality management does not have a formal definition, most agree that it is an integration of all functions of a business to achieve high quality of products through continuous improvement efforts of all employees. Quality revolves around the concept of meeting or exceeding customer expectation applied to the product and service. Achieving high quality is an ever changing, or continuous, process therefore quality management emphasizes the ideas of working constantly toward improved quality. It involves every aspect of the company: processes, environment and people. Quality Management is becoming increasingly important to the leadership and management of all organisations. It is necessary to identify Quality Management as a distinct discipline of management and lay down universally understood and accepted rules for this discipline.
Table of Contents
CHAPTER 1: QUALITY AND QUALITY MANAGEMENT
Introduction
Principles of Quality Management
The Role of Society in Sustaining Quality Practices
1. Government
2. Citizens/Consumers
3. Civil Society
4. Employees
5. Management
6. Stakeholders (Anybody who has interest)
7. Media
Impact of Quality Services on Institutions/Society
CHAPTER 2: QUALITY AND THE ENVIRONMENT
Environmental Policies on Quality Management
Environmental Management Systems
Business and Environment
Basic Concepts of Environmental Management
ISO 14000 Family of Standards
Benefits of Implementing ISO 14000 EMS
CHAPTER 3: WORKPLACE CULTURE
Culture and Quality Paradigm
Workplace Culture and Quality
Importance of Culture to Quality Management
History of Quality Management Paradigms
Workplace Ergonomics and Quality
CHAPTER 4: QUALITY MANAGEMENT AND LAW
Legal aspects in enforcing quality practices
Business laws governing supply of goods and services
Quality and Product Liability
Enforcement of Quality Laws
CHAPTER 5: UNDERSTANDING COMPLEXITY IN QUALITY
Systems Approach to Quality
Effects of Complex Systems on Management of Quality
Integrating organization structure and quality
Quality Management and Organizational Productivity
CHAPTER 6: THE MEDIA ON PUBLIC PERCEPTION
CHAPTER 7: ORGANIZATION’S SELF-CONCEPT
Self Perception and Quality
Self Esteem
CHAPTER 8: COMMITMENT AND LEADERSHIP IN QUALITY MANAGEMENT
Quality and Competitiveness
Quality Chains
Managing Quality Processes
Commitment and Policy in Quality Management
Policies
CHAPTER 9: HISTORICAL PERSPECTIVES TO QUALITY MANAGEMENT
The Evolution of Quality Management
The Elements of Total Quality Management
Total Quality Management Gurus
Juran's Quality Trilogy
Crosby's Cost of Quality
Crosby's Four Absolutes of Quality
CHAPTER 10: The Future Quality Management
Objectives & Topics
The primary objective of this work is to provide a comprehensive exploration of Quality Management as a fundamental organizational discipline. It addresses the evolution of quality practices, the integration of quality into corporate culture and environmental systems, and the strategic importance of leadership, commitment, and legal compliance in achieving long-term organizational success.
- The integration of Quality Management into overall business functions and strategy.
- Environmental management systems and their role in quality and sustainability.
- The impact of workplace culture and ergonomics on quality output.
- Legal aspects, product liability, and the enforcement of quality standards.
- Leadership principles and historical perspectives of key quality management gurus.
Excerpt from the Book
Introduction
“What is quality management?” Something that is best left to the experts is often an answer to this question. But this is avoiding the issue, because it allows executives and managers to opt out. Quality is too important to leave to the so called ‘quality professionals’; it cannot be achieved on a company-wide basis if it is left to experts. Equally dangerous, however, are the uninformed who try to follow their natural instincts because they ‘know what the quality is when they see it’. This type of intuitive approach will lead to serious attitude problems, which do no more than reflect the understanding and knowledge of quality that are presented in an organization.
Although quality and quality management does not have a formal definition, most agree that it is an integration of all functions of a business to achieve high quality of products through continuous improvement efforts of all employees. Quality revolves around the concept of meeting or exceeding customer expectation applied to the product and service. Achieving high quality is an ever changing, or continuous, process therefore quality management emphasizes the ideas of working constantly toward improved quality. It involves every aspect of the company: processes, environment and people. The whole workforce from the Chief Executive to the line worker must be involved in a shared commitment to improving quality. Therefore, in brief, quality and quality management in particular can be defined as directing (managing) the whole (total) production process to produce an excellent (quality) product or service according to Juran, J.M.(1989).
Summary of Chapters
CHAPTER 1: QUALITY AND QUALITY MANAGEMENT: Introduces the core concepts of quality management, emphasizing its integration across all business functions rather than relying solely on "experts."
CHAPTER 2: QUALITY AND THE ENVIRONMENT: Discusses how environmental policies and ISO 14000 standards contribute to business success and sustainable quality practices.
CHAPTER 3: WORKPLACE CULTURE: Examines how corporate culture and workplace ergonomics act as essential drivers for maintaining quality and customer satisfaction.
CHAPTER 4: QUALITY MANAGEMENT AND LAW: Explores the legal frameworks, including consumer rights and product liability, that govern quality and force compliance.
CHAPTER 5: UNDERSTANDING COMPLEXITY IN QUALITY: Analyzes the systemic approach to quality, focusing on both manufacturing and service industry challenges.
CHAPTER 6: THE MEDIA ON PUBLIC PERCEPTION: Details how companies can leverage media to shape public opinion and maintain transparency and credibility.
CHAPTER 7: ORGANIZATION’S SELF-CONCEPT: Investigates the importance of an organization’s self-awareness and self-esteem in achieving competitive advantages.
CHAPTER 8: COMMITMENT AND LEADERSHIP IN QUALITY MANAGEMENT: Outlines the imperative roles leaders play in vision setting, culture building, and driving continuous improvement.
CHAPTER 9: HISTORICAL PERSPECTIVES TO QUALITY MANAGEMENT: Reviews the evolution of quality from the inspection era to the strategic management era, featuring contributions from key quality gurus.
CHAPTER 10: The Future Quality Management: Projects future trends, highlighting the necessity of shifting toward customer-value expectations and innovative management approaches.
Keywords
Quality Management, Total Quality Management (TQM), ISO 9000, ISO 14000, Customer Satisfaction, Leadership, Organizational Culture, Product Liability, Continuous Improvement, Environmental Management, Statistical Process Control, Quality Gurus, Service Quality, Business Ethics, Corporate Strategy
Frequently Asked Questions
What is the core focus of this publication?
The work provides a fundamental and comprehensive guide to Quality Management, treating it as an essential, organization-wide discipline rather than just a department-level responsibility.
What are the primary thematic areas covered?
The book covers a wide range of topics including quality principles, environmental management, organizational culture, legal requirements, leadership, historical perspectives of quality gurus, and future trends in the global market.
What is the ultimate goal of the quality strategies mentioned?
The primary goal is to achieve total customer satisfaction by integrating quality processes throughout an organization, ensuring that both internal and external customer expectations are met or exceeded.
Which scientific methodologies are highlighted in the book?
The book discusses various tools and methodologies such as the Plan-Do-Check-Act (PDCA) cycle, statistical process control (SPC), and the principles established by quality gurus like Deming, Juran, and Crosby.
How is the main part of the book structured?
The content is divided into ten thematic chapters that progress from basic concepts and culture to legal frameworks, systems complexity, leadership, and finally, future-oriented management strategies.
Which keywords characterize the book's content?
Key terms include Quality Management, TQM, ISO standards, customer satisfaction, leadership, and process improvement.
What is the "Quality Trilogy" mentioned in the text?
The Quality Trilogy, attributed to Dr. Joseph Juran, emphasizes three essential roles: quality planning, quality control, and quality improvement.
How does the author define the future of Quality Management?
The future is defined by shifting customer value expectations, intense economic pressures, and the need for innovative management approaches that prioritize human leadership and a seamless quality network.
- Quote paper
- Joash Aminga (Author), 2015, Quality Management in Environment, Workplace Culture and Management, Munich, GRIN Verlag, https://www.hausarbeiten.de/document/292814
