Copyright © 2014 D. H. Liles as to the class syllabus and all lectures and materials. Students are
prohibited from selling (or being paid for taking) notes during this course to or by any person or
commercial firm without the express written permission of the professor teaching this course.
UTA/IMSE
The Definition of Quality
Quality is exceeding
the customer’s expectations
in terms of
Delivery
Price
UTA/IMSE
The Business/Quality Environment
Government Stockholders
Competition Stakeholders
Change
The Company
Suppliers Company
Contractors Plans Customers
Vendors
People Tools
Processes
UTA/IMSE
The Business/Quality Environment
Produce
Product
UTA/IMSE
The Sources of Quality
UTA/IMSE
Quality pioneer W. Edward
Deming's management guideposts
• Create constancy of purpose to achieve quality.
• Adopt the quality way of thinking.
• Stop depending on inspection to achieve quality.
• End the practice of awarding business to suppliers on price alone instead minimize cost
by working closely with only one or two vendors.
• Constantly improve every process involved in planning, production, and service.
• Institute on-job training for all employees.
• Adopt and institute leadership.
• Drive out fear from the work environment.
• Break down barriers between the workers and the management.
• Eliminate slogans, exhortations, and targets.
• Eliminate quantity-quotas and targets for the workforce and management.
• Remove barriers that rob people of their pride in workmanship, and eliminate the annual
rating or merit system.
• Institute a vigorous program of education and self-improvement for everyone.
• Put everyone in the organization to work to accomplish the transformation.
UTA/IMSE