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What Is Quality? | ©AllaboutQMS

What Is Quality?


  • You cannot separate the process and the human factor; therefore I believe that Quality, when built into a product, generates emotions and feelings within those who have taken part in its creation. When you have made something that you are proud of, when you have produced a product that brings smiles to your customers, then you have achieved Quality. You'll know it, they'll know it, and each of you will prosper from it.
  • The word "Quality" represents the properties of products and/or services that are valued by the consumer.
  • "Reducing the variation around the target".
  • Quality is doing the right things right and is uniquely defined by each individual.
  • A product or process that is Reliable, and that performs its intended function is said to be a quality product.
  • The degree to which something meets or exceeds the expectations of its consumers.
  • "Conformance to *Valid* Requirements" Where to be valid, the requirements must be proven (in advance by management) to:
      •  Be achievable in operation
      • Meet the needs of the intended user
      • Making this a universal, operational and easy-to-use definition for the quality for all outputs from any work activity or process.
  • "Quality is nothing more or less than the perception the customer has of you, your products, and your services"!
  • Definition of Quality: "WOW"
  • "Quality is the extent to which products, services, processes, and relationships are free from defects, constraints, and items which do not add value for customers."
  • When the customer returns and the product doesn't.
  • When something is what you expect it to be then it is perceived as quality.
  • Thus, quality is a fulfillment of expectation.
  • Quality is... do what you have to do when you have to do it well done to satisfy your customer needs and make your product or service do what they suppose to do.
  • Never having to say you're sorry.
  • Consistent conformance to customer expectations
  • Quality cannot be defined, you know what it is. (Persig, 1974)
  • Quality is fitness for use. (Juran, 1974)
  • Quality means conformance to requirements. (Crosby, 1979)
  • Quality is a degree of excellence….
  • Quality is everyone’s responsibility!
  • Quality is meeting customer requirements at lower cost with built in preventive actions in the processes and employee/management involvement ensuring the best product to the customer/end user with JIT delivery.
  • Quality is being:
      • a. Creative,
      • b. Innovative,
      • c. Fluid and
      • d. Forthright
  • Quality is not achieved by doing different things, It is achieved by doing things differently.

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