Quality and Performance Excellence Part 2
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This document defines quality and performance excellence. It provides definitions from managers of 86 firms for quality, including perfection, consistency, eliminating waste, and delighting customers. The American National Standard Institute and American Society for Quality define quality as the total features and characteristics of a product or service that enable it to meet needs. To succeed against competition, organizations must exceed, rather than just meet, customer expectations. Performance excellence is delivering improving value to customers through an integrated organizational approach that contributes to sustainability, effectiveness, and learning.
Quality and Performance Excellence Part 2
- 2. QUALITY AND PERFORMANCE EXCELLENCE SUPERIORITY OR EXCELLENCE OF A PRODUCT OR SERVICES LACK OF MANUFACTURING OR SERVICES DEFECTS PRODUCT FEATURES OR PRICE
- 3. A study that asked managers of 86 firms in the eastern United States to define quality produced several dozen different responses, including: – Perfection – Consistency – Eliminating Waste – Speed of Delivery – Compliance with policies and procedures – Providing a good, usable product – Doing it right the first time – Delighting or pleasing customers – Total customer service and satisfaction
- 4. QUALITY The totality of features and characteristics of a product or service that bears on its ability to satisfy given needs. - American National Standard Institute (ANSI) & American Society for Quality (ASQ)
- 5. The view of quality as the satisfaction of customers needs is often called FITNESS FOR USE. In highly competitive markets, merely satisfying customer needs will not achieve success. To beat the competition, organizations often must EXCEED customer expectations. “MEETING OR EXCEEDING CUSTOMER EXPECTATION”
- 6. PERFORMANCE EXCELLENCE Integrated approach to organizational performance that results in delivering of ever-improving value to customers and stakeholders, contributing to organizational sustainability; improvement of overall organizational effectiveness and capabilities; and organizational and personal learning.