The Four Dimensions of Total Quality
The four dimensions of a Total Quality System.
To obtain the previously mentioned effects, it is absolutely necessary to implement in the enterprise a quality system which provides a global and total focus of the enterprise, its processes, its place in the market as well as its available clients. This system has to consider the company as a whole in its functions.
James identifies five functions in total quality management (James 1997):
• Planning
• Management
• Organization
• Personnel
• Control
From the point of view of the authors of this work, they see fit to condense these five points into just four, due to the fact that management, and leadership specifically, will depend on the human resources and strategy to be employed.
• Quality planning (strategy)
• Quality organization (structure)
• Quality resides in personnel (human resources)
• Constant quality control
Of course, these four dimensions will always be focused on increasing the satisfaction level given to the client. The following lesson will develop these four dimensions in a detailed manner.
