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.