Quality means different things to different people and in different situations. This list gives some of the informal definitions of quality:
Formal Definitions of Quality
The above definitions show that quality is difficult to define, and no one definition can be all-inclusive. The word quality is highly nuanced, and allows many interpretations. For example, a popular online dictionary defines quality as “an inherent or distinguishing characteristic” (http://dictionary.reference.com/search?q=quality); this definition is only the first of ten distinctively different definitions from the same authority. The reader quickly comes to realize that most of the definitions are quite specialized and not really pertinent to the practice of quality engineering. It gets worse: the quality page on Dictionary.com lists specialized meanings from several other authorities, each with a little different twist. One of these meanings, from the ISO 8402 standard, is simultaneously more comprehensive, more explicit, and more authoritative:
This definition is really quite interesting, first because it is published by ISO, an international standards organization, and second because it specifically rebuts the definition that Joseph Juran used throughout his career, “quality = fitness for use.” In contrast, Philip Crosby used the definition, “quality = conformance to specifications,” which is also narrower than ISO 8402.
So here you have four quite different definitions and each can be successfully defended as the best in the right situation. There probably never will be an ultimate definition of this all-important word, as the definition is constantly evolving.
The views of eight well-known quality experts appeared in many articles. Although these experts differ on details and nuances, some common themes appear in all their different quality philosophies:
- Quality is not a program; it is an approach to business.
- Quality is a collection of powerful tools and concepts that are proven
- Quality is defined by customers through their satisfaction.
- Quality includes continual improvement and breakthrough events.
- Quality tools and techniques are applicable in every aspect of business.
- Quality is aimed at perfection; anything less is an improvement opportunity.
- Quality increases customer satisfaction, reduces cycle time and costs, and eliminates errors and rework.
- Quality is not just for businesses. It works in nonprofit organizations such as schools, healthcare and social services, and government agencies.
The above definitions show that quality is difficult to define, and no one definition can be all-inclusive. The word quality is highly nuanced, and allows many interpretations. For example, a popular online dictionary defines quality as “an inherent or distinguishing characteristic” (http://dictionary.reference.com/search?q=quality); this definition is only the first of ten distinctively different definitions from the same authority. The reader quickly comes to realize that most of the definitions are quite specialized and not really pertinent to the practice of quality engineering. It gets worse: the quality page on Dictionary.com lists specialized meanings from several other authorities, each with a little different twist. One of these meanings, from the ISO 8402 standard, is simultaneously more comprehensive, more explicit, and more authoritative:
Quality: the totality of features and characteristics of a product or service that
bear on its ability to satisfy stated or implied needs. Not to be mistaken for
“degree of excellence” or “fitness for use” which meet only part of the definition.
(ISO 8402)
This definition is really quite interesting, first because it is published by ISO, an international standards organization, and second because it specifically rebuts the definition that Joseph Juran used throughout his career, “quality = fitness for use.” In contrast, Philip Crosby used the definition, “quality = conformance to specifications,” which is also narrower than ISO 8402.
So here you have four quite different definitions and each can be successfully defended as the best in the right situation. There probably never will be an ultimate definition of this all-important word, as the definition is constantly evolving.
The views of eight well-known quality experts appeared in many articles. Although these experts differ on details and nuances, some common themes appear in all their different quality philosophies:
- Quality improvement is a never-ending process.
- Top management commitment, knowledge, and active participation are critical.
- Management is responsible for articulating a company philosophy, goals, measurable objectives, and a change strategy.
- All employees in the organization need to be active participants.
- A common language and set of procedures are important t communicate and support the quality effort.
- A process must be established to identify the most critical problems, determine their causes, and find solutions.
- Changes in company culture, roles, and responsibilities may be required.
