What is it about?
Everyone these days is seemingly positive about quality improvement. Whether it’s TQM, ISO9000, or SPC senior managers and directors all say they are doing it. However if you talk to other people in their companies or to their customers, the message is often different. “There is no real commitment”, “they never consult us or listen to our ideas”, “it is just a paper exercise” are typical responses. This paper aims to ensure that quality happens!
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Why is it important?
Moullin defines quality as "meeting the requirements and expectations of customers at an acceptable price".
Read the Original
This page is a summary of: Getting across the quality message, January 1995, Springer Science + Business Media,
DOI: 10.1007/978-94-011-0539-2_108.
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