Quality: where have we come from and what can we expect?

Alan John Brown

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Quality and Supply Management Quality and Management Systems Management Systems and Quality Improvement

Abstract

Purpose – The purpose of this paper is to provide an overview of the major themes of the quality movement in the past 25 years along with some of the lessons learnt from this. The future direction of quality is then explored by identifying a number of issues which are likely to impact on quality in organisations. Design/methodology/approach – The approach is a review of trends in the academic, professional and business world around quality. Findings –The main outcomes from the past 25 years of quality are presented and discussed along with the lessons from this experience. A number of current and future trends on the quality movement are identified and discussed. Research limitations/implications – Emerging trends are identified which could provide the stimulus for future research. Originality/value – Lessons for managers and leaders on the mistakes of the past and matters which they will need to deal with in the future are presented.

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References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1991The fifth discipline, the art and practice of the learning organization 1992The balanced scorecard : measures that drive performance 1992The balanced scorecard--measures that drive performance.1982Out of the Crisis 1995Total quality management as competitive advantage: A review and empirical study 1986Servqual : a multiple-item scale for measuring customer perceptions of service quality 1988Juran on planning for quality

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