Wednesday, January 29, 2014
Total Quality Management in Libraries P- 12. Management of Libraries and Information Centres & Knowledge Centres * By :PK gupta
इस ब्लॉग्स को सृजन करने में आप सभी से सादर सुझाव आमंत्रित हैं , कृपया अपने सुझाव और प्रविष्टियाँ प्रेषित करे , इसका संपूर्ण कार्य क्षेत्र विश्व ज्ञान समुदाय हैं , जो सभी प्रतियोगियों के कॅरिअर निर्माण महत्त्वपूर्ण योगदान देगा ,आप अपने सुझाव इस मेल पत्ते पर भेज सकते हैं - firstname.lastname@example.org
The origin of the quality concept and quality management for the production of goods can be traced to the start of industrial mass production. W. A. Sheward’s theory of the Economic Control of Quality of Manufactured Products of 1931 (Sheward, 1931) can be regarded as a milestone.
Many people have incoherent ideas about quality and some of them even like to equate quality with expense. However, we know that it is possible to pay a high price for an inferior product or service but a the same time high quality goods and services at a lower price can easily be obtained. Modern concept of quality is defined as a conformance to requirements and requirements are defined as the task to be accomplished in meeting customer needs. Quality cannot be assured by mere inspecting the products or service; the customer satisfaction has to be designed into the whole system. The confirmation check then makes sure that the things are according to a plan. In other words, the objective of quality improvement is not to screen out bad products, but to develop production processes so that the defects can be eliminated completely.
According to Michael Maccoby, the definition of quality for the industrial age is meeting or exceeding the customer’s expectations in terms not only of beauty, usability and durability, but also cost and timeliness of delivery (Maccoby, 1993).
Philip Crosby, a TQM Guru, defines quality as “Conformance to requirements” (though the requirement may not fully represent customer expectations). (Crosby, 1979) .
According to Peter Drucker, “Quality in a product or service is not what the supplier puts in. It is what the customer gets out and is willing to pay for” ( Drucker, 1985).
Another TQM Guru, Joseph M Juran defines quality as “ fitness for use”. Fitness is defined by the customer (Source : http://asq.org/glossary/q.html. Retrieved on 8.12.2012).
As per American Society for Quality, "Quality denotes an excellence in goods and services, especially to the degree they conform to requirements and satisfy customers." (Source : http://asq.org/glossary/q.html. Retrieved on 10.12.2012)
Thus the definition of quality varies. However, one thing which is common among all the above definitions is the centrality of the customer. Quality is nothing but meeting or exceeding customer’s expectations in relation to use of a particular product or service. It is the customer (and not the producer or service provider) who judges the quality, irrespective of the cost of the product, its looks or other attractive features.
Quality Glossary - Q