The new quality for the twenty‐first century

Abstract

General Systems Company, Inc. has been directing its experience in installing quality systems throughout the world, as well as its research department’s focus on the development of new quality system strengths, to support and implement the quality growth opportunities of the twenty‐first century. The key is transforming quality from the past emphasis upon the reduction of things gone wrong for the customer, to emphasis upon the increase in things gone right for the customer, with the consequent improvement in sales and revenue growth. This customer value enhancement objective is a fundamentally new, different and much more effective business quality goal to drive the organization’s work from product and service design and development to customer satisfaction. For many organizations this requires a basic change in their business orientation and in their quality systems. Describes this new quality discipline, termed Total Quality System 2000 and its ten systems powers.