Definitions of Quality
- Quality is “Fitness for Purpose”
- Quality is “Doing it right the first time and every time”
- Quality is “The Degree to which the design specifications for a product or service are appropriate to its function and use, and the degree to which a product or service conforms to its design specifications”.
A frequently used definition of quality is “Delighting the customer by fully meeting their needs and expectations”. These may include performance, appearance, availability, delivery, reliability, maintainability, cost effectiveness and price. It is, therefore, imperative that the organization knows what these needs and expectations are. In addition, having identified them, the organization must understand them, and measure its own ability to meet them. Quality starts with market research – to establish the true requirements for the product or service and the true needs of the customers. However, for an organization to be really effective, quality must span all functions, all people, all departments and all activities and be a common language for improvement. The cooperation of everyone at every interface is necessary to achieve a total quality organization, in the same way that the Japanese achieve this with company wide quality control. Quality is important for the continuous growth and survival of the nations, industries, organizations, and individuals. Importance of Understanding Customers and Suppliers in an Organization
Customers and Suppliers exist in each department, each office, each home, etc. These are “the quality chains”, and they can be broken at any point by one person or one piece of equipment not meeting the requirements of the customer whether he is internal or external. Failure to meet the requirements in any part of a quality chain has a way of multiplying, and failure in one part of the system creates problems elsewhere, leading to yet more failure and problems, and so the situation is aggravated. The ability to meet customers’ (external and internal) requirements is vital. To achieve quality throughout an organization, every person in the quality chain must be thorough with the understanding of the nature of their customer and suppliers as well as being fully aware of customers’ needs and expectations, each person must respect the needs and expectations of their suppliers. The ideal situation is an open partnership style relationship, where both parties share and benefit.
How People Perceive Quality
| | | |Old |New | |Philosophy |Philosophy | |1. Quality is secondary to |1. Quality is the best way to | |profit |ensure profit | |2. Higher Quality |2. Higher Quality means lower | |means higher cost |costs | |3. Minimize Quality Defects |3. Zero Quality Defects | |4. Quality Control is a problem|4. Every one is a Quality | |for |Controller | |Quality Controllers | | |5. Most Quality Problems are a |5. Most Quality Problems are a | |result of poor workmanship |result of | | |poor management systems | |6. Quality Control Problems |6. Quality Control Problems | |should be caught and remedial |should be eliminated. |
How Market Share Results From Quality
What is Total Quality Management (TQM)
TQM can be defined as “Managing the...