Quality management

“The problem of quality management is not what people don't know about it. The problem is what they think they do know.”

“Quality management is a systematic way of guaranteeing that organized activities happen the way they are planned.”

“Quality management is ... an approach to management made up of a set of mutually reinforcing principles, each of which is supported by a set of practices and techniques.”

“Uncontrolled variation is the enemy of quality.”

“In Europe and in America, people are now more interested in the cost of quality and in systems of quality-audit. But in Japan, we are keeping very strong interest to improve quality by use of methods which you started....when we improve quality we also improve productivity, just as you told us in 1950 would happen.”

“Many of the familiar principles of Quality Management amount to an elaboration of this simple truth: an innovative healthy organization requires that we work with people rather than do things to them.”