CONTENTS

FOREWARD 7

CHAPTER 1
th
The Evolution of the "Quality" Concept in the 20 Century,
from Inspection to Total Quality
(V. Simionescu, R. Srbu, B, Onete, A. C. Enache) 11
1.1. Inspection, Control and Quality Assurance 15
1.2 Quality Management and Total Quality Management 34

CHAPTER 2
Personalities in the Domain of the Theory and Practice of Quality
(V. Simionescu, R. Srbu, L. Chiru, A. C. Enache) 52
2.1 Walter A. Shewhart 53
2.2 W. Edwards Deming 54
2.3 Joseph M. Juran 74
2.4 Kaoru Ishikawa 81
2.5 Armand Vallin Feigenbaum 86
2.6 Genichi Taguchi 89
2.7 Philip B. Crosby 91
2.8 Shigeo Shingo 100
2.9 Peter Ferdinand Drucker 100

CHAPTER 3
Techniques and Instruments of Quality Management
(M. Olaru, R. Srbu, R. Pamfilie, A. C. Enach) 102
3.1 Classical Techniques and Instruments of Quality Management 103
3.2 Techniques and Instruments for Non-numerical Data 109
3.3 Modern Techniques and Instruments of Quality Management 129
3.4 Balanced Scorecard - BSC 136

CHAPTER 4
Quality Audit {R. Srbu, A. C. Enache, A. G. Hie) 139
4.1 Basic Concepts in the Quality Audit 141
4.2 The Classification of the Quality Audits 146
4.3 The Drawing Up and the Conducting of an Audit Program 153
4.4 The Stages in Performing an Audit 159
4.5 The Unfolding of the Audit 172
6 Quality and Business Excellence

CHAPTER 5
Quality Costs (R. Srbu, M. Olaru, A. C. Enache) 195
5.1 Defining and classifying the quality costs 196
5.2 The identification of the elements of quality costs .- 203
5.2.1 Conformity costs 204
5.2.2 Costs of non-conformity 210
5.2.3 The cost of missed chances 216
5.3 The evaluation and analysis of quality costs 217

CHAPTER 6
Models of Excellence Based on TQM Principles
(M. Olaru, V. Dinu, I. G. Maiorescu, R. Srbu, A. C. Enache) 226
6.1 Excellence Model of the European Vision 231
6.2 The Model of the National Prizes of Quality/Excellence -
Deining, Baldridge and Juran 246
6.2.1 The Deming Prize 263
6.2.2 The Malcolm Baldrige National Quality Award 269
6.2.3. The J. M. Juran Romanian Prize for Quality 277

CONCLUSIONS (I.G. Maiorescu, A. C. Enache) 283

REFERENCES 287