After studying this chapter, you should be able to:
5.1: Explain the importance of quality, the difficulties in measuring quality, and the differences in quality for different people or groups.
5.2: Outline the benefits and costs of creating quality products and services.
5.3: Describe the evolution of quality management, including the identification of the pioneers who contributed to modern quality management methods.
5.4: Compare these major quality management initiatives: total quality management (TQM), the ISO 9000 family of quality standards, the Baldrige Award, and Six Sigma and DMADV methodologies.
5.5: Differentiate some of the basic tools managers and employees use to manage quality in their firms.
5.6: Discuss the process of managing quality in supply chains.
5.7: Discuss the challenges of managing quality in global supply chains.
5.8: Describe the ethical and legal relationship among quality, sustainability, and corporate social responsibility.