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Three Experts on Quality Management: Philip B. Crosby, W. Edwards Deming, Joseph M. Juran

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More managers than ever before are focusing on quality as a way of increasing productivity, reducing costs, and meeting customer needs. These managers are beginning to understand the importance of continuously improving the quality of their services and products as a way of achieving these goals. Those who begin to learn about quality quickly become familiar with the names of Philip B. Crosby, W. Edwards Deming, and Joseph M. Juran -- renowned quality experts -- who have been carrying forth the message of quality for more than 30 years. There has been a consistent demand for information about the unique approach of each of these experts. An early effort conducted at the Navy Personnel Research and Development Center Houston, Shettel-Neuber, and Sheposh, 1986 addressed the suitability of applying the approaches of Crosby, Deming, and Juran to naval repair and maintenance facilities. The report identified statistical process control SPC as the primary focus. Interest in the approaches of Crosby, Deming, and Juran continues. This report has been written to answer many of the questions that we and others associated with quality initiatives are asked. It addresses the approaches of Crosby, Deming, and Juran as comprehensive management philosophies aimed at long-term improvements and customer satisfaction through leadership. This report is intended for individuals beginning their education in the field of quality. The author provides a biographical sketch of the three experts, describes their definitions of quality and the basic principles underlying their approaches, and discusses similarities and differences among them. Finally, he describes the direction that the Department of the Navy has taken in its pursuit of quality and improved productivity.

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  • Administration and Management
  • Personnel Management and Labor Relations
  • Manufacturing and Industrial Engineering and Control of Production Systems
  • Military Forces and Organizations

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