PLSO The Oregon Surveyor March April 2021

18 The Oregon Surveyor | Vol. 44, No. 2 Control focuses on the one particular product or service. In this sense, mapping, checking or closing a traverse would fall under quality control, while training and leadership by management would consti- tute part of a quality assurance program. Total Quality Management (TQM) is a management strategy aimedat embedding awareness of quality in all organizational processes. TQM has been widely used in manufacturing, education, government, and service industries, as well as NASA space and science programs. TQM re- quires that a company maintains this quality standard in all aspects of its busi- ness. This requires ensuring that things are done right the first time and that defects and waste are eliminated from operations. Implementing this program can be very costly and time consuming. ISO 9000 is a widely accepted series of standards that specifies requirements for a Quality Management System. ISO 9000 was created by the British Standards In- stitute as BS 5750. The standard is now maintained by ISO (the International Organization for Standardization) and administered by accreditation and cer- tification bodies. It is widely accepted, although its high price and effort has resulted in many companies using alter- natives such as IC9700 or IC9200, both of which are issued by the Internation- al Charter. Both TQM and ISO 9000 (and its deviants) are very complex programs requiring a great deal of management’s time and training throughout the enterprise. I will refrain from referring to these programs as in my opinion they do not address the focus of my articles. They are valuable programs and for many large private and public sector contracts the qualifying firms must demonstrate either ISO 9000 or a TQM certification. Keep in mind that both of these programs require external and internal audits of a company’s busi- ness and client service practices, and run the gamut from accounting systems to answering the phone. ISO 9000 covers the basics of what quality management systems are and also contains the core language of the ISO 9000 series of stan- dards. ISO 9001 is intended for use in any organization that designs, develops, man- ufactures, installs, and/or services any product or provides any form of service. It provides a number of requirements which an organization needs to fulfill if it is to achieve customer satisfaction through consistent products and ser- vices that meet customer expectations. All of these quality assurance programs are rooted in the teachings of W. Edwards Deming. Deming is to quality as Peter Drucker is to management (Manage- ment by Objectives) and Tom Peters (In Search of Excellence) is to client service. WilliamEdwards Deming (1900–1993) was an American statistician, widely credited with improving production in the United States during World War II. He is per- haps best known for his work in Japan, where from 1950 onward he taught top management the principles of statisti- cal process control (SPC), a forerunner of TQM. During the post-war reconstruc- tion of Japan, General Douglas MacArthur Featured Article PEOPLE SYSTEMS COMMUNICATION CULTURE COMMITMENT CUSTOMER SUPPORT PROCESSES continued T