CHAPTER 1 SQM

• Quality is a set of inherent properties of an object that allows satisfying stated or implied needs, with definitions by quality gurus like Philip Crosby, Dr. Edward Deming, and Dr. Joseph M. Juran
• In the hospitality and tourism industry, quality is defined as "the consistent delivery of products and guest services according to expected standards," while in service organizations, quality is conformance to specifications and includes tangible factors like the physical environment
• Dimensions of quality for service products include performance, features, reliability, conformance, durability, serviceability, aesthetics, and perceived quality
• Service quality dimensions encompass tangibility, reliability, responsiveness, assurance, and empathy, with a focus on physical evidence, appearance, personnel, communication, and customer service
• Goods are tangible items ready for sale, while services are intangible activities providing satisfaction, with differences in nature, transfer of ownership, evaluation, return policy, separability, variability, storage, and production-consumption process
• Gurus of quality like W. Edwards Deming, Joseph Juan, Armand V. Feigenbaum, Walter A. Shewhart, Shigeo Shingo, Philip Crosby, Genichi Taguchi, and Kaoru Ishikawa have made significant contributions to quality management
• "Dr Edwards Deming" Quality is a predictable degree of uniformity and dependability, at low cost and suited to the market.
• W. Edwards Deming - His work and writing constitute not so much a technique, as a philosophy of management, Total Quality Management, that focuses on

  quality and continuous improvement but which has had -justifiably - a much wider

  influence.
• Kaoru Ishikawa - He introduced the concept of quality circles and was afervent believer in the need for quality to be company-wide.
• Genichi Taguchi - His methodology pushes the concepts of quality and reliability back to the design stage. It constitutes an efficient technique or designing product tests prior to the commencement of manufacturing so ensuring quality, not defect, is designed in.
• Philip Crosby - He is known for the principle of "doing it right the first time' (DIRFT) and the Four Absolutes of Quality.
• Shigeo Shingo - was a frontrunner in continuous process improvement and operational excellence.
• Armand V. Feigenbaum - Known for his work on total quality control, and quality costs.
• Walter A. Shewhart - His work focused on reducing variation in a manufacturing process. He was recognized as the originator of statistical quality control (SQC) and also created the "Shewhart cycle" or "Plan-Do-Check-Act" (PDCA).
• Joseph Juran - He has a well-deserved reputation as the founder of a range of quality management techniques.
• "Dr Juran" Quality is fitness for use/purpose
• "RJ Mortiboys" Quality is synonymous with customer needs and expectations.
• "Mike Robinson" Quality is meeting the (stated) requirements of the customer-now and in the future.
• "Armand Feigenbaum" Quality is the total composite product
• "Phil Crosby" Quality means conformance to requirements."