Three Experts on Quality Management

More managers than ever before are focusing on quality as a way of increasing productivity, reducing costs, and meeting customer needs. These managers are beginning to understand the importance of continuously improving the quality of their services and products as a way of achieving these goals. Those who begin to learn about quality quickly become familiar with the names of Philip B. Crosby, W. Edwards Deming, and Joseph M. Juran--renowned quality experts--who have been carrying forth the message of quality for more than 30 years.

There has been a consistent demand for information about the unique approach of each of these experts. An early effort conducted at the Navy Personnel Research and Development Center addressed the suitability of applying the approaches of Crosby, Deming, and Juran to naval repair and maintenance facilities. The report identified statistical process control (SPC) as the primary focus. 

Interest in the approaches of Crosby, Deming, and Juran continues. This report has been written to answer many of the questions that we and others associated with quality initiatives are asked. It addresses tire approaches of Crosby, Deming, and Juran as comprehensive management philosophies aimed at long-term improvements and customer satisfaction through leadership.

This report is intended for individuals beginning their education in the field of quality. I provide a biographical sketch of the three experts, describe their definitions of quality and the basic principles underlying their approaches, and discuss similarities and differences between them. Finally, I describe the direction that the Department of the Navy has taken in its pursuit of quality and improved productivity.

Source: J. Gerald Suarez, Three Experts on Quality Management
This work is in the Public Domain.