Defining quality
- 1. Defining Quality Perfection Fast delivery Providing a good, usable product Consistency Eliminating waste Doing it right the first time Delighting or pleasing customers Total customer service and satisfaction Compliance with policies and procedures 1
- 2. Formal Definitions of Quality Transcendent definition: excellence Product-based definition: quantities of product attributes User-based definition: fitness for intended use Value-based definition: quality vs. price Manufacturing-based definition: conformance to specifications 2
- 3. Quality Perspectives transcendent & product-based user-based needs Marketing Customer value-based Design products and manufacturing- services based Manufacturing Distribution Information flow Product flow 3
- 4. Key Idea Because individuals in different business functions speak different “languages,” the need for different views of what constitutes quality at different points inside and outside an organization is necessary to create products of true quality that will satisfy customers’ needs. 4
- 5. Customer-Driven Quality “Meeting or exceeding customer expectations” Customers can be... Consumers External customers Internal customers 5