Part 1

Quality planning Correct Answer: structured method of designing and establishing steps

necessary to ensure that a product or service satisfies a customer.

She hart Correct Answer: 1930s developed methods for statistical analysis and control

of quality;

One of Deming teachers; SPC control chart; she hart cycle- Plan do study act

Deming Correct Answer: 1950s taught methods to Japanese engineers and executives;

origin of TQM;

14 Points, cooperation, theory of profound knowledge

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