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Routledge Enyclopedia of Language Teaching and Learning, 2nd Edition by Adelheid Hu, Michael Byram

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Q

Quality management

Quality management refers to techniques developed in industrial contexts in the 1940s and 1950s, principally in the USA and Japan. It sought to eliminate errors and defects in production processes by careful analysis of the function of individual elements, by attention to good design and, crucially, by giving responsibility for quality to those involved in producing it. One version of the approach is Total Quality Management (TQM), which introduced slogans such as ‘Zero tolerance of defects’, and ‘Do the right things, do things right’.

Classic quality theory in industry or services tends to be based on a mix of a number of different aspects:

  • Detailed management of processes in the three phases of design, implementation and ...

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