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WEEK 001 Introduction To Quality

This document introduces the topic of quality and provides definitions of quality from various perspectives: 1) Quality is defined as conformance to specifications, requirements, fitness for purpose, a predictable degree of uniformity, meeting customer needs and expectations. 2) More specifically, quality is defined as the degree to which a system or process meets specified requirements and customer needs and expectations. 3) Quality can be viewed from different perspectives such as excellence, product attributes, fitness for intended use, value versus price, and conformance to specifications.

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Dolly Lyn Reyes
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34 views6 pages

WEEK 001 Introduction To Quality

This document introduces the topic of quality and provides definitions of quality from various perspectives: 1) Quality is defined as conformance to specifications, requirements, fitness for purpose, a predictable degree of uniformity, meeting customer needs and expectations. 2) More specifically, quality is defined as the degree to which a system or process meets specified requirements and customer needs and expectations. 3) Quality can be viewed from different perspectives such as excellence, product attributes, fitness for intended use, value versus price, and conformance to specifications.

Uploaded by

Dolly Lyn Reyes
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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WEEK 001

Introduction to Quality
What is Quality?
What is Quality?
• Conformance to specifications (British Defense
Industries Quality Assurance Panel)
• Conformance to requirements (Philip Crosby)
• Fitness for purpose or use (Juran)
• A predictable degree of uniformity and dependability, at
low cost and suited to the market (Edward Deming)
• Synonymous with customer needs and expectations (R J
Mortiboys)
• Meeting the (stated) requirements of the customer- now
and in the future (Mike Robinson)
• The total composite product and service characteristics
of marketing, engineering, manufacturing and
maintenance through which the product and service in
use will meet the expectations by the customer (Armand
Feigenbaum)
What is Quality?
• “The degree to which a system, component, or process
meets
(1) specified requirements, and
(2) customer or users needs or expectations” – IEEE

• The totality of features and characteristics of a product


or service that bears on its ability to satisfy stated or
implied needs” – ISO 8402

• Degree to which a set of inherent characteristics fulfils


requirements – ISO 9000:2000
Definitions of Quality
• Transcendent definition: excellence
• Product-based definition: quantities of
product attributes
• User-based definition: fitness for intended
use; meeting or exceeding user
expectations
• Value-based definition: quality vs. price
• Manufacturing-based definition:
conformance to specifications

5
More about Quality
• Realistic but demanding STANDARDS;
• Getting things RIGHT FIRST TIME; ‘It costs less to
prevent a problem than it does to correct it’
• Influences the relationship with CUSTOMERS;
• Influences how COMPLAINTS are dealt with;
• Something to do with how things LOOK and FEEL.

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