Quality
- Quality is a judgement by customers or users of a product or service
- That is, quality is a customer determination, not an engineer’s determination or manager’s determination.
- Quality of a product or services is its ability to satisfy the needs and expectations of the customer
Various definitions of Quality
- Quality is “fitness for use”
-Joseph Juran
- Quality is “conformance to requirements”
-Philip B. Crosby
- The totality of features and characteristics of a product or service that support its ability to satisfy stated or implied needs.
- ISO
- Quality is a predictable degree of uniformity and dependability, at low cost and suited to the market.
-Deming
- Quality is in its essence, a way of managing the organisation.
-Feigenbanum
- Quality is correcting and preventing loss, not living with loss.
- Hoshin
- Quality can be quantified as follows,
Q = P / E
where,
Q = Quality
P = Performance
E = Expectation
- If Q is greater then 1.0, then the customer has a good feeling about the product or service.
Need for Quality
- Identify problem areas and rectify them quickly
- Track Customer feedbacks
- Improve performance of staff
- Develop better quality products or services
- Increase sales and profits
- Standardize processes and procedures
- Define roles and responsibilities of employee and management