Chapter 1

1/27/99


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Table of Contents

Chapter 1

Importance of Quality

PPT Slide

History of Quality Assurance (1 of 2)

History of Quality Assurance (2 of 2)

Definitions of Quality

Key Dimensions of Quality

Quality Perspectives

Customer-Driven Quality

Quality in Production Systems

Deming’s View of a Production System

Three Levels of Quality

GAO TQM Model

Quality as Important Source of Competitive Advantage

Quality and Profitability

Quality and Personal Values

 Author: James R. Evans and William M. Lindsay

Email: David_Lewis@uml.edu

Home Page: cyberchat.uml.edu/faculty/dalewis