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"Education is the most powerful weapon which you can use to change the world”
– Nelson Mandela

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Q Prior to the advent of the total quality management concept, what was senior management's typical approach toward quality?

Q In your discussion, provide an example showing management’s typical approach toward quality. What has led to the more comprehensive strategic view of total quality management?

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Before quality management became such a crucial concept, the senior management typically reviewed quality on basic factors like customer feedback of the products, reviews coming from the market, the comparative reviews (with another competitor). The human touch was given immense priority as the quality checks, consistency, speed of delivery was still done manually and they had not been automated. The senior management also stressed on the fact that quality should be perfect in the first go itself. In previous times the concept of inspection was popular which was replaced by quality control and finally came the concept of Total Quality Management.