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Garvin anticipated that the features of quality which he delineated would provide a business management vocabulary intended to support the use of quality as a strategic planning tool. Garvin, who died on 30 April 2017, [ 2 ] was posthumously honored with the prestigious award for 'Outstanding Contribution to the Case Method ' on 4 March 2018.
Within systems engineering, quality attributes are realized non-functional requirements used to evaluate the performance of a system. These are sometimes named architecture characteristics, or "ilities" after the suffix many of the words share.
CTQs represent the product or service characteristics as defined by the customer/user. Customers may be surveyed to elicit quality, service and performance data. They may include upper and lower specification limits or any other factors. A CTQ must be an actionable, quantitative business specification. CTQs reflect the expressed needs of the ...
Traditionally, quality acts as one of five operations/project performance objectives dictated by operations management policy. Operations management, by definition, focuses on the most effective and efficient ways for creating and delivering a good or service that satisfies customer needs and expectations. [23]
A quality management system (QMS) is a collection of business processes focused on consistently meeting customer requirements and enhancing their satisfaction. It is aligned with an organization's purpose and strategic direction ( ISO 9001:2015 ). [ 1 ]
A simplification of the main aspects of a management system is the 4-element "plan, do, check, act" approach. A complete management system covers every aspect of management and focuses on supporting the performance management to achieve the objectives. The management system should be subject to continuous improvement as the organization learns.
The intersection of technology and quality management software prompted the emergence of a new software category: Enterprise Quality Management Software (EQMS). EQMS is a platform for cross-functional communication and collaboration that centralizes, standardizes, and streamlines quality management data from across the value chain.
Total quality management (TQM) is an organization-wide effort to "install and make a permanent climate where employees continuously improve their ability to provide on-demand products and services that customers will find of particular value."