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A Comprehensive Approach to Quality Aims at Inclusive Growth: The Process of Quality Management

Summary: A commonly used modern model of process management is the Hewlett-Packard model, which innovated by separating the process of work from the work being done. This can be used to model the continuous improvement process. First, a definition of quality must be formulated and its scope defined. In 1987, David Garvin identified eight factors that interact to create a quality spectrum: performance, features, reliability, conformance, durability, serviceability, aesthetics, and perceived quality. The model of Noriaki Kano shows how quality can be delivered to the customer by determining what the customer wants, promising an outcome, and delivering that outcome. This three-step process ensures continual improvement as the product or service delivered becomes increasingly close to what the customer expects.

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  • Topics: Quality Management
  • Keywords: Continuous improvement (CI), Customer expectation, Process management, Quality systems
  • Author: Watson, Gregory H.
  • Journal: Journal for Quality and Participation