Qualidade

Fundamentals of
Total Quality Management

Fundamentals of
Total Quality Management
Process analysis and improvement

Jens J.Dahlgaard
Division of Quality and Human Systems Engineering,
Linköping University,
Sweden
Kai Kristensen
Aarhus School of Business,
Aarhus, Denmark and Gopal K.Kanji
Centre for Quality and Innovation,
Sheffield Hallam University,
Sheffield, UK

LONDON AND NEW YORK

Text © Jens J. Dahlgaard, Kai Kristensen and Gopal K. Kanji 2002
Original illustrations © Taylor & Francis 2002
The right of Jens J. Dahlgaard, Kai Kristensen and Gopal K. Kanji to be identified as authors of this work has been asserted by them in accordance with the Copyright, Designs and Patents Act 1988.
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First published in 1998 by:
Taylor & Francis
This edition published in the Taylor & Francis e-Library, 2007.
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Transferred to Digital Printing 2005
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A catalogue record for this book is available from the British Library
ISBN 0-203-93002-9 Master e-book ISBN

ISBN 0 7487 7293 6 (Print Edition)

Contents
Preface

Part One Fundamentals of Total Quality Management

x

1

1 Introduction

3

2 Historical evolution of Total Quality Management

7

3 Some definitions of quality

11

3.1 Exceptional

12

3.2 Perfection or