TITLE : BASIC QUALITY IMPROVEMENT.

Preface

For years, America was known as the land of plenty. Many great ideas were born in the United States and countless people in history made possible the seemingly impossible. Through this pioneering and industrious spirit, the United States emerged as the leader in providing goods and services throughout the world.

Today, however, the rules have changed. Competitors from virtually every nation around the world now offer a vast array of products and services in today's global market. Given this situation, customers have many options available to them, and they hold the power to choose which products and services they are willing to buy. Recent estimates indicate that 28 cents of every dollar is now spent on goods made outside of the United States, and 70 cents of every dollar is competing with international markets. Across the globe, organizations are committed to satisfying customer requirements in order to gain market share. Increasing pressures from global competitors are driving the need to supply high-quality goods and services to customers at competitive prices. Emerging global competition is forcing rapid and massive changes in organizations throughout the world.

To compete in today's global market, every industry-domestic and international-must provide world-class quality products and services that satisfy the customer at a competitive price. Quality improvement is the key to success and survival in today's rapidly changing world.

Quality improvement begins with an in-depth understanding of customers and processes. This book outlines the important measurement tools and methods required to improve process quality. Continuous quality improvement is the only path to increased customer satisfaction, market share, profits, and success in to- day's rapidly changing global economy.