Quality Concept: a Business Issue

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Quality has acquired different meanings. In a Webster dictionary, it means the degree of excellence of a thing; basic nature, kind which makes something what it is; and characteristic element. Technically speaking, quality means a product or service free from deficiencies and has the ability to satisfy implied needs.

Certainly, quality, itself, is subjective. It depends upon who is evaluating certain performance of the company or products. Evaluation depends upon the requirements and standards. More often than not, quality is measured through the customer’s perceptions regarding the products and services he has received from a particular company. As a recipient, he will likely to judge it based on his experience while using the product. Somehow, if the product conforms to his expectations and meets his standards, thus he may consider it as “product having higher quality”.

The customers do want inexpensive products of higher quality guaranteed to be lower life cycle cost. Maintaining a product over its life is quite costly chiefly when the product has lower quality. Therefore, the upper management shall focus on quality planning which is based on not just meeting the product specification but also meeting the customers’ needs. It should be emphasized that quality planning process is operational and is directed to the products and process. For a strong measurable return, planning itself should be feasible. Moreover, it should not be remain as a plain idea, but should be implemented.

Quality implementation is considered as the key factor for a successful business. It must focus not only on the main processes of manufacturing the products but also to all departments (from the manufacturing up to the human resources). Nowadays, many companies do trust Big Q approach. Paper works, receipts, inventory management, new product development and even handling of employees – all of these receives quality. Increasing quality conformance may...
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