초록
Quality is distinguished from the other important management indicators, cost and profitability, by the features of its far longer history and of common concern to both manufacturer and customer. We may say from this that quality has a far more human aspect than either cost or profitability. We stress the importance of establishing “quality culture.” But we do not commonly use the terms of “cost culture” or “productivity culture.”In addition, we know from our experiences that improving quality by creative methods can lead to lower cost and higher productivity, although the converse is not necessarily true. In the Maslow's hierarchy of human needs, it is known that the character of human needs changes from extrinsic and material ones at lower levels to intrinsic and mental or spiritual ones at higher levels. We know from our experience that employee satisfaction is closely linked with quality, which is of more human nature and can further be deployed into the detailed elements of quality. The leaders and managers should positively display leadership and respond to the efforts of the subordinates. Without these managerial leadership and efforts, it is almost impossible to provide essential and true customer satisfaction. They are the indispensable elements for business excellence.