TUTORIAL QUESTIONS
2.15 Compare and contrast Deming’s, Juran’s, and Crosby’s perspectives of quality
management. What are the major similarities and differences between their perspectives?
The similarity is the three of them agrees that management have the responsibility to ensure the
quality products and services. Leadership is the key to improving the quality. The commitment of
leader is important to lead the team to achieve the mission of the organization. Another similarity is
they believe that people must training in order to perform their work and it also important part of in
quality management. By providing the effective training, it can create a good communication between
them and improve their skill performances. Moreover, training is necessary to develop the employee’s
skills, knowledge and form teamwork in the organization.
Differences
Deming
Juran
Crosby
Definition of
quality
• The service and
• Producing
• Conformance to
