Three Experts on Quality Management
Read this article to better understand the history of quality management and the impact of these three men on the approaches to quality management. You might call these men the founders of the quality process. Their contribution to this organizational focus on quality needs to be understood.
Introduction
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.