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What Is Quality

The document defines quality as incorporating features that meet consumer needs and satisfy customers. It discusses definitions of quality provided by quality gurus like Deming, Juran, Crosby, and others. Key points made are that quality is about customer satisfaction and meeting their expectations. It is a relative concept that can be defined differently depending on the customer. Total quality management aims to inculcate quality thinking at all levels of an organization to maximize customer satisfaction.

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132 views4 pages

What Is Quality

The document defines quality as incorporating features that meet consumer needs and satisfy customers. It discusses definitions of quality provided by quality gurus like Deming, Juran, Crosby, and others. Key points made are that quality is about customer satisfaction and meeting their expectations. It is a relative concept that can be defined differently depending on the customer. Total quality management aims to inculcate quality thinking at all levels of an organization to maximize customer satisfaction.

Uploaded by

PravinAutade
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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What is Quality??

“Quality of a product or service means to incorporate features


that have a capacity to meet consumer needs (wants) and gives
customer satisfaction by improving products (goods) and
making them free from any deficiencies or defects.”

Definition of Quality by quality gurus

The Quality Gurus—Dr. W. Edwards Deming, Dr. Joseph Juran, Philip Crosby, Armand V. Feigenbaum, Dr. H. James
Harrington, Dr. Kaoru Ishikawa, Dr. Walter A. Shewhart, Shigeo Shingo, Frederick Taylor, and Dr. Genichi Taguchi—
have made a significant impact on the world through their contributions to improving not only businesses, but all
organizations including state and national governments, military organizations, educational institutions, healthcare
organizations, and many other establishments and organizations through their concepts related to quality.

 Edward Deming ………. “Meeting customer’s needs”


 Pirsig……. Although we can’t define quality, we know what
quality is”
 J M Juran ……… “Fitness for use”
 Philip B Crosby…….”Conformance to requirements”
 American Society for Quality……. “The totality of features &
characteristics of a product or service that bears on its
ability to satisfy given needs”
 Parasuraman….. “Quality is zero defect- doing it right the
first time”

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Deming…..”A product or service as or possess quality if it helps somebody & enjoys a good & sustainable market”
Deming…..”Non faulty system”
Important points

 It is concept related to the customer & not only product or service


 It is what a customer wants or requires
 It is customer’s perception about the service being provided & worth of the product
 It is defined as per customer’s need & expectations
 It must conform to the requirements of the customers
 It must have fitness for use by the customer
 Measured as degree to which it satisfies the need & want of customer
 Must conform to certain standards
 Identify & meet the needs of both internal as well external customers
 It is suitability for particular purpose
 Doing things right the first time itself
 Customer want-satisfaction-delight
 Not a concept proportional to cost
 Customer receives the value that he or she expects since operations have built quality standards into the
product. Quality is term related to value & not always cost
 Quality is the value you give to money you spent

Quality as relative concept


Quality is not the objective term but is subjective & ambiguous term. It is the perception of the customer about
particular object or service. Quality of same product or service can be different for different people depending upon
their expectation from it & its satisfaction. Hence it is NOT the absolute term.

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TQM is the concept involving entire organization for


inculcating the concept of quality in the minds &
bringing overall cultural & attitudinal change in the
organization. It must be brought at all the levels.
Ultimate aim is customer satisfaction.
Next successor to TQM is Quality management
system (QMS). Each organization must proceed
towards this goal.
Quality Equilibrium

For continuous quality service, there should be equilibrium between the capacity or potential of the service provider
and the expectations of the customer. There should be sustainability of the service being provided.

Q1: Quality is “Fitness for Use”, this statement was given by


a) Deming b) Ishikawa c) Juran d) Crosby
Ans c) Quality of a product is its fitness for the use or intended purpose.
Q2: Which of the following defines the Quality of a product in most suitable manner?
a) Its cost b) Special features c) Customer Satisfaction d) Durability
Ans c) quality of a product actually is the customer’s perception about that product. Customer must be
satisfied with the product.
Q3: Which of the following may NOT be definition of the quality of product?
a ) Customer’s want b) Conformance to the requirements
c) Cost of product d) Fitness for use
Ans c) Cost does NOT define the quality of the product. It is always value for the money. It is customer’s
perception about the product or service.
Q:4 Customer’s delight from a product or service is a concept related to
a) Quality of the product b) Concurrent Engineering
c) TQM d) His perception

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Ans c) Total quality management is concept related to the customer’s delight. Quality is concept related to
his satisfaction. Going beyond the satisfaction & making him happy or his delight is concept related to TQM.
Q5: Statement 1: Quality is an absolute concept
Statement 2: Quality of a product can be defined differently by different customers
Which of the above statements are correct?
a) 1 only b) 2 only c) both 1 & 2 d)Neither 1 nor 2
Ans b) Quality is NOT the absolute concept but the relative one. Each customer can define the quality of
particular product or service in his own way depending upon his need & want.
Q6: Which of the following may NOT be important aspect of the quality of a product?
a) Improvement in its features continuously b) Considering the choice of the customers
c) Making product free from any defect or deficiency d) Try to reduce its cost
Ans d) Cost is not directly related to quality of a product. It should provide value for the money of customer
whether cheap or costly.

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