Circulos de calidad

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Managing for Quality and Performance Excellence, Seventh Edition James R. Evans, William M. Lindsay VP/Editorial Director: Jack W. Calhoun Editor-in-Chief: Alex von Rosenberg Senior Acquisitions Editor: Charles McCormick Senior Developmental Editor: Alice Denny Senior Marketing Manager: Larry Qualls Marketing Communications Manager:Libby Shipp Content Project Managers: Patrick Cosgrove Marge Bril Manager, Editorial Media: John Barans Technology Project Manager: John Rich Senior Manufacturing Coordinator: Diane Gibbons Production House: Graphic World, Inc. Compositor: International Typesetting and Composition Printer: West Eagan, MN Art Director: Stacy Jenkins Shirley Internal Designer: Diane Cartheuser Cover Designer: DianeCartheuser

COPYRIGHT © 2008 Thomson South-Western, a part of The Thomson Corporation. Thomson, the Star logo, and South-Western are trademarks used herein under license. Printed in the United States of America 1 2 3 4 5 10 09 08 07 Package: Student Edition + CD: ISBN 13: 978-0-324-38227-3 ISBN 10: 0-324-38227-8 Student Edition (core text only): ISBN 13: 978-0-324-38228-0 ISBN 10: 0-324-38228-6Package: Instructor’s Edition + CD: ISBN 13: 978-0-324-64685-6 ISBN 10: 0-324-64685-2 Instructor’s Edition (core text only): ISBN 13: 978-0-324-64686-3 ISBN 10: 0-324-64686-0 CD: ISBN 13: 978-0-324-38229-7 ISBN 10: 0-324-38229-4

ALL RIGHTS RESERVED. No part of this work covered by the copyright hereon may be reproduced or used in any form or by any means—graphic, electronic, or mechanical,including photocopying, recording, taping, Web distribution or information storage and retrieval systems, or in any other manner—without the written permission of the publisher. For permission to use material from this text or product, submit a request online at http://www. thomsonrights.com. Library of Congress Control Number: 2006939667

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CHAPTER

1

INTRODUCTION
OUTLINE
THE HISTORY AND IMPORTANCE OF QUALITY
The Age of Craftsmanship The EarlyTwentieth Century

8
TO

QUALITY

QUALITY AND COMPETITIVE ADVANTAGE
Quality and Business Results

QUALITY PROFILES: Clarke American Checks, Inc.,
and Motorola, Inc.
Post–World War II The U.S. “Quality Revolution” Early Successes From Product Quality to Total Quality Management Disappointments and Criticism Performance Excellence Current and Future Challenges

DEFINING QUALITY
JudgmentalPerspective Product-Based Perspective User-Based Perspective Value-Based Perspective Manufacturing-Based Perspective Integrating Perspectives on Quality Customer-Driven Quality

THREE LEVELS OF QUALITY QUALITY AND PERSONAL VALUES QUALITY IN PRACTICE: The Evolution of Quality at Xerox: From Leadership Through Quality to Lean Six Sigma QUALITY IN PRACTICE: Bringing Total Quality Principles toLife at KARLEE REVIEW QUESTIONS DISCUSSION QUESTIONS PROJECTS, ETC. CASES Skilled Care Pharmacy A Tale of Two Restaurants Deere & Company
us Mater THE STUDENT CD) Summary of Key Points and Terminology Quality in Practice: Building Trust Through Quality at Gerber Case—A Total Quality Business Model Case—Is Quality Good Marketing or Is Good Marketing Quality?
Bon

BONUS MATERIALS (ON

s ialQUALITY AS A MANAGEMENT FRAMEWORK
Principles of Total Quality Infrastructure, Practices, and Tools

Q

uality is by no means a new concept in modern business. In October 1887 William Cooper Procter, grandson of the founder of Procter & Gamble, told his employees, “The first job we have is to turn out quality merchandise that consumers will buy and keep on buying. If we produce it efficiently...
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