... Shewhart and popularized SPC, believed that this finding contributed new perspectives on science and management.(3) The process orientation remains one of the fundamentals of TQM.(4) To identify problems in or opportunities for improving a process, Ishikawa developed the cause-and-effect diagram (also called the Ishikawa, or fishbone, diagram).(5) First introduced in 1943, this diagram depicted four major components of a process: materials, work methods, equipment, and measurement. Many variations of this model have been presented, but they are all designed to identify defects in a process that result in poor product or service quality.(6) The Human Side of Quality With the application of statistical process control in industrial settings, the seeds of TQM were planted. During the 1950s and 1960s Deming, Juran, Crosby, and Feigenbaum (among others) introduced quality concepts that augmented statistical process control. Much work on quality management during these years was influenced by the Japanese version of total ...

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