Modern Quality Management
Explain each of the following statements as they apply to modern quality management.
a. Customer service is the rule, not the exception.
b. The absence of defects is a given rather than a source of competitive advantage.
a) The foundation of modern quality management is that the customer is the main judge of quality. Part of the customer’s experience is also the customer service. Customer service is essential and vital to the success of a company because if people see the customer service as lacking, this can also translate to its products. Poor customer service can be seen as bad quality. This starts a chain reaction of affects – without customer service, ...view middle of the document...
It permits innovation and development around a single focus rather than around a fractured focus which fragments the system through a constant pursuit of the latest fads. It saves the time and expense of "shopping around"--constantly evaluating competing products or services--and permits focusing of energy and resources on supporting and enhancing quality as the single source. It "reduces variation in product" through a consistent, unified approach; and it eliminates time wasted in "changeover" which occurs when the organization moves from fad to fad. It "simplifies accounting and paperwork" by eliminating the policy, paperwork, and accountability systems that are inevitably constructed around each new management method. Yet quality, as a trusted source of supply, is reliable. It "holds up its responsibility for continual improvement" and remains on the cutting edge of innovation because its five dimension framework is able to absorb, integrate, and even elucidate consistent management practices and at the same time evaluate and reject management fads that would be detrimental to the organization.
The Five Dimension Quality Model, based on the five dimensions of quality, provides the means of integrating cutting-edge management methods with quality processes. The reason the Five Dimension Model is able to integrate modern management methods is that it deals with quality on the surface level as well as on the paradigm and underlying dynamic level (see Chart 2). The vast majority of quality training today takes place at the surface level. It is behavioral oriented, and deals with what we can see and "control." On the other hand, both quality and the most significant modern management methods have their roots at the dynamic level, and must be understood and explained through dynamics rather than through surface appearances and structures. On the surface, modern management techniques may appear quite different from traditional quality processes. But at their core, they utilize the same dynamic interactions. The Five Dimension Model assists us in linking quality with modern management at the dynamic level, where the focus is on creating the environment in which growth is natural because it results from nurturing the dynamics rather than controlling the behavior. This gives us the ability to see modern management methods as part of, rather than distinct from, quality systems and processes.
THE TRADITIONAL QUALITY MODEL
The Five Dimension Quality Model provides a basis for understanding that quality is a system and for understanding what the quality system is. The traditional view of the quality system identified three components: Quality Performance, Quality Measurement, and Quality Systems and Processes (see Chart 3). These components comprise the first three dimensions of quality: Experience, Measurement, and Relationships and Systems Thinking.(12) They also comprise the Do-Study-Act phases of Dr. Deming's Plan-Do-Study-Act (PDSA) cycle for...