The problems of total quality

Abstract

The aim of this paper is to help provide a better understanding of the basic concepts of total quality through a critical discussion. Six main topics will be touched upon; language and terminology problems, the historical framework of quality-related concepts (like kaizen or continuous improvement) vis-á-vis other managerial models (specifically, the learning curve), the role played by demand and its fluctuations, the contrast between a process-based and a result-based approach, the relationship between total quality and certified quality, the implications of total quality for the industrial environment and the relationships between companies and trade-unions.