Statistical control allows you to make predictions about how the process will run in the future, based on how it ran in the past. Total quality is the involvement of everyone in continuous improvement of systems to produce products and services which result in customer loyalty now and in the future. To produce quality, a system must be in place that allows everyone in the organization to do his or her best. All products and services that help achieve the organization's purpose should be addressed through improvement activities. The result of total quality is fulfillment of customer needs and expectations so well that customers keep coming back for products and services and boast about them to their friends and neighbors.
Quality is important because improving quality improves business.
Dr. W. Edwards Deming developed the Quality Chain Reaction. As quality improves, costs are reduce because waste is minimized. As costs are reduced, fewer of the organization's resources are spent producing defective goods and services, leaving them free to be devoted to work that adds value. Capture the Market Improved productivity enables the organization to pass savings along to customers, thus attracting more customers to the market through lower prices as well as improved quality. New markets are created by producing products and services that meet changing customer needs.