文档介绍：The Two Worlds of Quality Control
J. M. Juran
Author, Lecturer, Consultant, New York.
Introduction
For some years now, the world of industry has exhibited a division of thought and action respecting the performance of the quality function. This division has resulted in the existence of two worlds of "quality control":
1 the world of the top management’s of panies
2 the world of the quality control specialists
The cleavage between these two worlds has given rise to troubles for both. Top management is faced with some very important quality problems for which present solutions are inadequate. At the same time, quality control specialists are groping for a more distinguished role in pany and in society. Neither group is satisfied with the present situation.
It is the purpose of this article to examine the causes of this cleavage and to propose a program for action.
The Quality Function
mence with the viewpoint of society and of the heads of the institutions of society – pany presidents, the government administrators, etc. The views here are unanimous. Quality of product or service must meet business, defense and other social purposes, and it is someone's job to see that these social purposes are identified and met.
In the language of the industrial leader, quality is primarily a business problem, not a technical problem.
The survival of the pany depends on its ability to meet the quality needs of society. (pany can perish for a variety of reasons, but it cannot possibly survive without meeting the quality needs of society.)
In broad terms, the quality function is the collection of activities through which we discover and meet the quality needs of society. Applied to an pany, the definition narrows; the quality function es the means through which pany discovers and meets the quality needs of its customers.
"Quality function" is thus a shorthand label for a collection of activities. The specific activities within this collection likewise have names: market