... to demand higher quality goods and WHAT MAKES TOTAL QUALITY MANAGEMENT WORK: A STUDY OF OBSTACLES AND OUTCOMES by Deborah A. Hill JEAN GORDON, Ph.D., Faculty Mentor and Chair JOHN ... process and product quality. Malcolm Baldrige National Quality Award (MBNQA). This award is administered by ASQ and is presented annually to organizations that demonstrate quality and performance ... process variability, and costs of poor quality such as scrap, rework and other failure costs (Antony, Somasundarum, et al., 2004). Taguchi's techniques and vocabulary are heavily based on...