Introduction:
One can find a number of definitions of quality. Definition of the quality will be influenced by how well numerous aspects of performance are able to provide satisfaction of multiple wants and further distinguished by the subjective importance attached by the individual. Quality has different meanings for different people (Ishikawa (1976), Taguchi (1986), Deming (1982), Kano (1984), Scherkenback (1988), Juran and Gryna (1980). In general we will follow the definition of TQM by Kanji (1990).
Overall definition:
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It is a philosophy with dimensions and can be summed up as ‘doing things properly’ for competitiveness and profitability.
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It is a holistic concept and includes two different ideas of quality, i.e. quality as ‘consistency’ and quality as ‘fitness for purpose’.
The above two ideas are brought together to create quality as perfection within the context of quality culture.
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Quality philosophy reflects various perspectives of individuals, groups of people and society.
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In a modern business world people are allowed to hold various views regarding quality which of course can change with time and situations.
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Many people, instead of getting involved with different definitions of quality, have developed some underlying principles and concepts of Total Quality Management.
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In general we will follow the definition of TQM by Kanji (1990). According to him ‘TQM is the way of life of an organization committed to customer satisfaction through continuous improvement.
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This way of life varies from organization to organization and from one country to another but has certain essential principles which can be implemented to secure greater market share, increase profits and reduce cost’.
