Title: Chapter 20 Introduction
Course: Canvas Practice Course > Section: Week 3, 06 April to 09 April

KEY CONCEPTS

Before reading this text, you might have accepted the work process you are involved in as it existed, now you should be able to look at it and see how to improve it. Improved financial and performance results are the natural consequence of effective quality management. The quest for quality never ends. It is an on-going goal (marathon) until the company or individual ceases to exist. Quality is a collection of powerful tools and concepts that work and are applicable in every aspect of a business. And, very important, quality is achieved with people, not things. If your work process is flawed, your work will be flawed no matter how hard you work to prevent the flaw. Systems (processes), not slogans and posters, produce products and services. It is up to management to provide the resources that create a quality system(s). The quality system will require a performance system to ensure that quality expectations (standards) are established and employees understand why they are important, Barriers to quality performance are removed and regular, specific feedback on quality is provided.