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Definitions of Quality

Quality can be defined in several ways according to different perspectives. From a customer-based perspective, quality refers to conforming to customer requirements and satisfying customer wants. From a manufacturing and service perspective, quality means conforming to requirements and doing things right the first time. From a value-based perspective, quality is achieving excellence at an acceptable price while controlling variability at an acceptable cost. Overall, quality focuses on meeting customer needs in a cost-effective manner through continual improvement involving all aspects of an organization.

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156 views

Definitions of Quality

Quality can be defined in several ways according to different perspectives. From a customer-based perspective, quality refers to conforming to customer requirements and satisfying customer wants. From a manufacturing and service perspective, quality means conforming to requirements and doing things right the first time. From a value-based perspective, quality is achieving excellence at an acceptable price while controlling variability at an acceptable cost. Overall, quality focuses on meeting customer needs in a cost-effective manner through continual improvement involving all aspects of an organization.

Uploaded by

esarathy
Copyright
© Attribution Non-Commercial (BY-NC)
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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Definitions of Quality

Definitions of Quality
Emani Sarathy

Quality Definitions

Coverage

Quality Definitions

Quality - Definition
ISO 9000:1994

The totality of characteristics of an activity / process, a product, an organization, or any combination, thereof, that bear on its ability to satisfy stated and implied needs. IS0 8402 1994, Quality Vocabulary

Quality more Definitions


Crosby PB [1979] Conformance to requirements Taguchi G [1986] The (minimum) loss imparted by the product to society Juran JM [1988] Fitness for use

Quality- more Definitions


Crosby PB [1992] Getting everyone to do what they have agreed to do and do it right the first time is the skeletal structure of an organization, finance is the nourishment, and relationships are the soul Feigenbaum The total composite product and service characteristics of marketing, engineering, manufacture and maintenance through which the product and service in use will meet the expectation by the customer

Quality- more Definitions

Persig [1974] Quality is neither mind nor matter, but a third entity independent of the two, even though Quality cannot be defined, you know what it is Japanese Industrial Standards Committee [1981] Quality is a system of means to economically produce goods or services which satisfy customers requirements Leffler [1982] Quality refers to the amounts of the unpriced attributes contained in each unit of the priced attribute

Quality- more Definitions

Feigenbaum [1983] Quality means best for certain conditions (a) the actual use and (b) the selling price Sashkin & Kiser [1993] Quality means that the organizations culture is defined by and supports the constant attainment of customer satisfaction through an integrated system of tools, techniques and training Webster Quality is the degree of excellence which a thing possesses

Quality Definition Different Points of View


Customer-based Definitions

Manufacturing & Service-based Definitions


Value-based Definitions

Quality Definition Customer Based


Edward [1968]
Quality means conformance to requirements

Gilmore [1974]
Quality is the degree to which a specific product satisfies the wants of a specific customer

Kuehn & Day [1962]


In the final analysis of the market place, the quality of a product depends on how well it fits patterns of consumer preferences

Juran [1988]
Quality is fitness for use

Oakland [1989]
The core of the total quality approach is to identify and meet the requirements of both internal and external customers

Quality Definition Manufacturing and Service Based


Crosby [1979]
Quality means conformance to requirements

Price [1985]
Do it right first time

Broh [1982]

Quality Definition Value Based


Quality is the degree of Excellence at an acceptable price and the control of variability at an acceptable cost

Feigenbaum [1983]
Quality is the degree to which a specific product conforms to a design or specification Newell & Dale [1991] Quality must be achieved in five basic areas: people, equipment, methods, materials and the environment to ensure customers need are met Kanji [1990] Quality is to satisfy customers requirements continually; TQM is to achieve quality at low cost by involving everyones daily commitment

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