What is Quality?
Quality is what gives complete customer satisfaction (to every customer: industrial buyer, local authority, government department, student or overseas shipping magnate).
Some customers' needs are sophisticated, others much less so, but all will judge the quality of what they buy and how well their needs and expectations are satisfied.
There is no such thing as absolute quality
It is many things to many different people
It matters as much in service as in goods
We all recognize it when we experience it but how do we put it into words?
Quality is a sum of:
Knowing the customer's needs;
- Designing to meet them;
- Faultless construction;
- Reliable bought-in components and sub-assemblies;
- Certified performance and safety;
- Clear instruction manuals;
- Suitable packaging;
- Punctual delivery;
- Efficient back-up service;
- Feed-back of field experience.
Quality is:
? difficult to define;
? it's an abstract term;
? it requires continuous and dynamic adaptation of products and services to fulfill or exceed the requirements or expectations of all parties in the organization and the community as a whole.
Definitions of Quality
? "Quality is fitness for use"
(Joseph Juran & Frank Gryna );
? “Quality means conformance to requirements” (Philip Crosby);
? Quality is a function of loss. The better the quality, the lesser is the loss it causes to ...