The following statements summarize some of the major differences between the traditional view of quality and the total quality perspective:
-- Productivity versus quality: The traditional view is that productivity and quality are always in conflict. You cannot have both. The total quality view is that lasting productivity gains are made only as a result of quality improvement.
-- How quality is defined: The traditional view is that quality is defined solely as meeting customer specifications. The total quality view is that quality means satisfying customer needs and exceeding customer expectations.
-- How quality is measured: The traditional view is that quality is measured by establishing an acceptable level of non conformance and measuring against that benchmark. The total quality view is that quality is measured by establishing high-performance benchmarks for customer satisfaction and then continually improving performance.
-- How quality is achieved: The traditional view is that quality is inspected into the product. The total quality view is that quality is determined by product design and achieved by effective control techniques.
-- Responsibility for quality: The traditional view is that employees are blamed for quality. The total quality view is that 80 percent of quality problems are management's fault.
-- Supplier relationships: The traditional view is that supplier relationships are short term and cost driven. The total quality view is that supplier relationships are long term and quality oriented.
-- Productivity versus quality: The traditional view is that productivity and quality are always in conflict. You cannot have both. The total quality view is that lasting productivity gains are made only as a result of quality improvement.
-- How quality is defined: The traditional view is that quality is defined solely as meeting customer specifications. The total quality view is that quality means satisfying customer needs and exceeding customer expectations.
-- How quality is measured: The traditional view is that quality is measured by establishing an acceptable level of non conformance and measuring against that benchmark. The total quality view is that quality is measured by establishing high-performance benchmarks for customer satisfaction and then continually improving performance.
-- How quality is achieved: The traditional view is that quality is inspected into the product. The total quality view is that quality is determined by product design and achieved by effective control techniques.
-- Responsibility for quality: The traditional view is that employees are blamed for quality. The total quality view is that 80 percent of quality problems are management's fault.
-- Supplier relationships: The traditional view is that supplier relationships are short term and cost driven. The total quality view is that supplier relationships are long term and quality oriented.
