Armand V. Feigenbaum is an American quality control expert expert who was born in1922. In 1951, Feigenbaum originated the concept of total quality control in his book "Total Quality Control". The book has been translated into many languages.
The founder and president of General System Co., an international engineering company that designs and implements total quality systems, he defined Total Quality Control as follows: “Total quality control is an effective system for integrating the quality development, quality maintenance, and quality improvement efforts of the various groups in an organization so as to enable production and service at the most economical levels which allow full customer satisfaction.”
Feigenbaum is also known for his concept of the “hidden plant“. That is that in every factory a certain proportion of its capacity is wasted through not getting it right first time. Feigenbaum quoted a figure of up to 40% of the capacity of the plant being wasted. At the time this was an unbelievable figure; even today some managers are still to learn that this is a figure not too far removed from the truth.
The Crucial elements of Total Quality are:
- The elements of total quality to enable a totally customer focus (internal and external)
- Quality is the customers perception of what quality is, not what a company thinks it is.
- Quality and cost are the same not different.
- Quality is an individual and team commitment.
- Quality and innovation are interrelated and mutually beneficial.
- Managing Quality is managing the business.
- Quality is a principal.
- Quality is not a temporary or quick fix but a continuous process of improvement.
- Productivity gained by cost effective demonstrably beneficial Quality investment.
- Implement Quality by encompassing suppliers and customers in the system.
He has also served as the President of American Society for Quality between 1961-1963
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