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• W317492097 abstract "INTRODUCTION In early 2000 research was conducted using manufacturers with Kentucky operations to determine how they used popular quality practices of day, particularly Total Quality Management (TQM). Davig, Brown, Friel and Tabibzadeh (2003) determined that Kentucky manufacturing firms had launched many new quality programs but did not embrace core concepts of TQM. Davig et al. specifically concluded that there was minimal on employee training, process measurement, quality of customer service or process In this survey we revisit emphasis that Kentucky manufactures place on quality practices and compare them to current definition of TQM. We seek to identify changes in perspectives and approach to implementing quality programs in 2009. The importance of quality to Commonwealth of Kentucky is exemplified by fact that in 2007, Commonwealth ranked 17th in nation based on of its manufacturing exports. Our objective was to answer question: Have Kentucky manufactures shifted their focus to a true Total Quality Management perspective? We address this issue by beginning with a brief definition of quality and total quality management as developed in literature and compare and contrast how these terms and concepts have evolved over time. In next section we describe current data collected to inform on practices in today by Kentucky manufacturers. With an understanding of how more recent data was collected, we make comparisons with older sample to identify what differences exist between samples. This discussion is followed with implications of comparison and suggestions for future research. QUALITY: IDENTIFYING COMMON THEMES Although a number of definitions of quality have emerged and been debated over years there is still no universal agreement on one good definition (Sila & Ebrahimpour, 2003). From a philosophical perspective C. I. Lewis (1926, 1946, 1956) developed epistemology of scientific method which subsequently provided foundation for quality (Cunningham, 1994). Another foundation of quality was initiated by Walter Shewhart an early pioneer who has become known as father of statistical quality control. He originally proposed Continuous Quality Improvement or CQI (Shewhart 1931) which is often defined as a linear incremental improvement within an existing process. The notion of variability, distinction between assignable and common causes of variation, and control charts are some of Shewhart's most important contributions to field. Quality was defined as value by Feigenbaum (1951) and Abbott (1955). Levitt (1972) defined it as conformance to specifications. Juran et al. (1974) viewed quality as beginning with knowing what customers want and applied fitness for use as a definition. Crosby (1979) developed concept of zero defects and referred to conformance to requirements while Taguchi (1981) offered the losses a product imparts to society from time product is shipped as a definition. Gronroos (1983) and Parasuraman et al. (1985) defined it as meeting and/or exceeding customers' expectations. Garvin (1987) defined product quality in terms of eight dimensions: specifically, performance, conformance, reliability, durability, serviceability, aesthetics, special features, and perceived quality. Service quality was subsequently defined by Zeithamel et al. (1990) and included seven dimensions; convenience, reliability, responsiveness, timeliness, assurance, courtesy, and tangibles. In 1994, The American Society for Quality identified accountability, curricular alignment, assessment, and student satisfaction as four dimensions of quality in education. Over time a much greater has been given to customer satisfaction (Sila & Ebrahimpour, 2003). One of most commonly used definitions is the extent to which a product or service meets and/or exceeds a customer's expectations (Reeves & Bednar, 1994). …" @default.
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• W317492097 date "2011-09-01" @default.
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• W317492097 title "Quality Management in Kentucky 2009" @default.
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