Introduction:
The use of tools and techniques is essentially intended to dissect processes, understand them better, know about the activities involved and propose solutions which can be implemented, controlled and monitored. TQM is about the control of processes business wide.
Measurement:
Measurement is therefore a necessary continuous activity if a good understanding of business strengths and weaknesses is to be established. And even more importantly, measurement is the vehicle by which customer requirements can be achieved. As explained by Juran, 2 measurements is ‘the mission of establishing customer needs in units of measure’. Juran has defined measurement from two perspectives:
1. unit of measure:A defined amount of some quality feature which permits evaluation of that feature in numbers;
2. A sensor:A method or instrument, which can carry out the evaluation and state the findings in numbers, in terms of the unit of measure.
’Measurements are the yardsticks that tell us how we’ve done and motivate us to perform.’