Professional Documents
Culture Documents
MGT420 Theory Matrix
MGT420 Theory Matrix
Juran
His quality requirement is customer-driven because he pushed for the concept of company wide quality control that called for continued customer service. He believe
Page 1
mgt420r1
department as a "customer", so that quality is controlled at every step. This is how Isikawa's method is process-driven because every process is tightly connected to the next. Crosby He coined the phrase quality is free and introduced the concept of zero defects. He also believed in team building approach that is organization-wide. Four absolutes of quality management Idea of zero defects He believes in the process of educating the entire workforce about quality principles, so when each failure is welldocumented, management can institute formal programs to redesign faulty production processes. It is process driven because he believed that quality must be actively managed and have the visibility at the highest levels of management, therefore, it is important that each employee does his part correctly so the whole process is correct, and quality might become nobodys job.
that management should not merely focus on improving a product's quality, and insisted that quality improvement can always go one step further. His view of how quality is not some vague concept of goodness; you cant have quality that is good enough, he wants zero defect and its customer driven because he said specifications must be set according to customer needs and wants. His quality requirements are customer-driven because he realized that a product can be of great quality but nobody wants it, and he said its because companies often are not attuned to customers needs, and he said that the solution is simple, which is for the company to ask its customers. Glenn L. Martin Company (1912-1961)
Feigenbaum
He introduced the concept of total quality control, which has 40 steps. He promoted the idea of a work environment in which both management and employees have a total commitment to improve quality, and people learn from each others successes.
Total quality control in 40 steps (also termed company-wide quality control), which was later known as Total Quality Management.
General Electric (Feigenbaum worked there and applied his quality techniques there for 25 years.)
Page 2
mgt420r1
Page 3
mgt420r1