M I N D M A P

Total Quality Management PEOPLE

(PRODUCT, PROCESSES, COMPANY)

terms of business and services provision Quality Assurance

SUSTAIN-
(PRODUCT, PROCESSES) ABILITY

Quality Control PEOPLE

PLANET
(PRODUCTS)

quality policies of two

international chain hotels
Goals of Quality
Quality Management
Definitions
Quality is defined as being about value
(Feigenbaum, 1983)
Quality is conformance to standards, specifications
Quality Deming's Way
(Deming's 14 Principles)

Management Juran's Trilogy

or requirements (Crosby, 1979)
Quality begins with the intent, which is fixed by management.
(Deming's Way)
(Quality planning, control,
improvment)
ISO
9001 : 2015 Philip Crosby
(PLAN, DO, CHECK, ACT) (the four absolutes of
quality)
Total Quality
Quality Management
EFQM
(DIRECTION,
Approach TQM is a management philosophy, a
EXECUTION, RESULTS)
paradigm, a continous improvement
approach to doing business through a
new management