Chapter 1: Differing Perspectives on Quality
Chapter Outline
Differing Perspectives on Quality
Recognizing Different Perspectives on Quality
What is Quality
Differing Functional Perspectives on Quality
Three Spheres of Quality
Other Perspectives on Quality
Arriving at a Common Understanding of Quality using a Contingency
Perspective of Quality
Overview
The entire concept of quality is what one of my professors once called an “armwaiver”. We all intuitively know what it means, yet when we are asked to explain it we
just sort of wave our arms.
Chapter one defines the terms. The author references various definitions of
quality. He makes the distinction between Service and Manufacturing from a quality
perspective and delves into “The Supply Chain”. Corporate America has taken the
concept of the Supply Chain to heart. In this fifth edition, Mr. Foster has taken the
concept of the Supply Chain and made it integral to the subject of quality. Any book on
quality must discuss Deming. The Author makes reference to Deming throughout the
book.
The focal point of the chapter is the question “What is Quality” Mr. Foster
supplies a list of topics that can be ideally used in a class discussion:
Tangibles
Service reliability
Responsiveness
Assurance
Empathy
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