Page 13 - The Handbook for Quality Management a Complete Guide to Operational Excellence

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to more heavily depend on service-based solution providers. It seems
reasonable that service economies will naturally tend toward customer-
focus, since much of the service involves direct customer contact.
Feedback can be bitterly honest, yet also quickly addressed (compared
with poor manufacturing quality). Aspects of quality management are
becoming integral to business operations; quality ratings and awards are a
competition, and success is marketed as a sign of commitment to the
customer; innovation is a constant refrain in business journals and even
advertisements; customer surveys are endemic; data is rampant, so
differentiating between real change and random variation becomes a core
competency; and so on. The cost of poor quality is realized in real time as
loss of market share or profitability.
This latest edition expands on the historical notions of Juran’s
quality trilogy to describe business transformation through innovative
customer-driven strategy, meaningful process control using statistics,
and management-sponsored, focused improvements in core products
and services. Deming’s teachings on management responsibilities and
systems are integrated throughout.
The manager in today’s world must implement cost-reducing quality
initiatives that increase market share in spite of competitive forces. This
text seeks to demystify the science of quality management for effective
use and benefit across the organization.
We hope you enjoy it.

Paul Keller

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