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Exploring the Meaning of Quality

Chapter 6 Achieving Quality Through Continual Improvement
Claude W. Burrill / Johannes Ledolter Published by John Wiley & Sons, Inc., 1999 Prepared by Dr. Tomi Wahlström, University of Southern Colorado
Chapter 6 1

Deming’s Meaning of Quality • What is quality? What would someone mean by the quality of a shoe? Let us suppose that it is a man’s shoe that he is asking about.Deming Chapter 6 2 . Does he mean by good quality that it wears a long time? Or that it takes a shine well? That is feels comfortable? That it is waterproof? That the price is right in consideration of whatever he considers quality? Put another way. what quality-characteristics are important to the customer? .

Meaning of Quality • Quality concepts apply to products and to services • Quality has many “scales” or “characteristics” • Quality should be aimed at the needs of the customer • Quality means meeting the product quality characteristics that are important to the customer Chapter 6 3 .

M.J. .Juran’s Definition of Quality • An essential requirement of… products is that they meet the needs of those members of society who will actually use them. This concept of fitness for use is universal…The popular term for fitness for use is quality. Juran Chapter 6 4 . and our basic definition becomes quality means fitness for use.

Feigenbaum’s Definition of Quality • Product and service quality can be defined as: The total composite product and service characteristics of marketing.A. and maintenance through which the product and service in use will meet the expectations of the customer . engineering. V. Feigenbaum Chapter 6 5 . manufacturing.

Crosby’s Definition of Quality • Quality is conformance to requirements .P. Crosby Chapter 6 6 .

quality means quality of work. quality of people. quality of service. quality of information. quality of objectives. quality of division. quality means quality of product • Broadly interpreted. quality of system. etc. quality of process. including workers.Ishikawa’s Definition of Quality • Narrowly interpreted. quality of company. To control quality in its every manifestation is our basic approach Chapter 6 7 . managers. and executives. engineers.

ISO Definition of Quality • Quality is the totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs Chapter 6 8 .

Working Definition of Quality • Quality meets requirements – – – – Quality is binary Quality focuses on requirements Requirements must be in writing Requirements must be verifiable Chapter 6 9 .

Tenets of Quality • • • • • Quality is directed at customer satisfaction Quality means “meets requirements” Quality applies to every product Quality is a profitable investment Quality requires changing an organization’s culture • Quality requires top management leadership Chapter 6 10 .

Tenets of Quality Cont. • • • • • • Quality is everybody’s job Quality equates to “good business practice” Quality requires a focus on people Quality is achieved through process improvement Quality improvement is forever Quality must be a fundamental long-term goal Chapter 6 11 .

” its profits will increase in the long-run.Couple of Quotes • If a company follows the principle of “quality first.Ishikawa • The secret of Japan’s success is an unrelenting. Cound “A Call for Leadership” Chapter 6 12 . some might say fanatical adherence to what amounts to a de facto national policy.Dana M. That policy is quality first. . and will lose profit in the long run. . it will lose competitiveness in the international market. If a company pursues the goal of attaining a short-term profits.

Questions? Chapter 6 13 .

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