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customers are employees of the orgat™*" —, , from others in the company., eEwORK, , 2.2. QUALITY GURUS AND TOM FRAN Po oF _ mportant, ut 4, To fully understand the TQM movement, the apd to be joked ant., personalities who have shaped the evolution © * [heir individual, Their philosophies have contributed to quality, contribution are summarized 1n Table 2.1., , Table 2.1: Quality GUrUS, Vain Contribution, understan, d concept of stat, , , , , ding of process variaistical control, , , , , Quality Guru _, , Walter A. Shewhart (Gran, father of quality control), , ase, , , , d Contributed to, bility. Develope, , , , , , , , charts., W. Edwards Deming Stressed managements responsibility for, (Father of quality control) | quality. Developed “14 points” to guide |, lity improvement., , , , companies in qua, tness for use’. Developed, , Joseph M. Juran — Defined quality as “fi, concept of cost of quality., , Introduced concept of total quality control., , 4, | Armand V. Feigenbaum, Philip B.Crosby Coined phrase “quality is free”. Introduced, , concept of zero defects., , 6. Ka Ishi, oru Ishikawa Developed cause-and-effect diagrams, Identified concept of “internal customer” |, , i, , Genichi Taguchi, Focused on ;, product des, | Taguchi loss function. ign quality. Developed, , work for the TQM system is sho nin Fig Bch Th k, W 23° e knowle 5, , provided by Gurus of i, oy uUrus Of quality contri, practices autor the tools ARE ste ua the development of principles and, , :, ee, es ein
