FROM QUALITY-CONTROL TO TOTAL QUALITY MANAGEMENT

The evolution of consumer trends in the direction of more mature demands is currently the common denominator of every productive sector. An overview is presented of the main sociocultural changes which in the past decades have characterized Italian society and the structure and pattern of consumer products. In fact, these changes have led to modifications in the expectations of consumers and, consequently, in the quality level that can be considered satisfactory. Parallel to the change in expectations there has been a change in quality management. In order to highlight the various stages which characterized this evolution, four distinct "periods" referring to different types of management approach have been identified and analyzed: Inspection, Quality Control, Quality Assurance, Total Quality Management. © 1992.