What Is Quality
Introduction:
Quality refers to certain standards and the ways and means by which those standards are achieved, maintained and improved upon. One can find a number of definitions of quality. Definition of the quality will be influenced by how well numerous aspects of performance are able to provide satisfaction of multiple wants and further distinguished by the subjective importance attached by the individual.
Various definitions of quality:
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Transcendent definition |
Quality is neither mind nor matter, but a third entity independent of the two, even though quality cannot be defined, you know what it is. |
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Product-based definition |
Differences in quality amount to differences in the quantity of some desired ingredient or attribute. |
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User-based definition |
Quality consists of the capacity to satisfy wants. |
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Manufacturing-based definition |
Quality [means] conformance to requirements. |
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Value-based definition |
Quality is the degree of excellence at an acceptable price and the control of variability at an acceptable cost. |
Customer-related definitions of quality:
- Quality is a key attribute that customers use to evaluate product or services?
- Quality = everything everyone in a business does, no matter what sort of business, to satisfy the total requirement of every customer - whoever that customer (or user) may be.
- Quality is driven by the marketplace, by the competition, and especially by the cust0mer.
- The ’Quality ‘concept rejects the traditional notion of quality as being the degree of conformance to a standard or measurement of workmanship. The Japanese concept of quality hinges on the product‘s ’fitness of use‘, and the degree of customer satisfaction derived from using that product. In other words, it is not the producers but the customers who determine whether or not quality has been achieved.
- Quality is the capability of a product or service to satisfy ‘knowingly’ those preconceived composite want of the user(s) that are intelligibly related to characteristics of performance or appearance, and do not cause major overt or covert reactions or actions by other pe0ple.
The changes in customer quality drive have been suggested to be part of both measurable determinants and subjective criteria. The various dimensions of quality which the customers are inspired from in their determination of quality standards have been classified as both intrinsic and extrinsic factors:
1. Intrinsic quality determinants:design, reliability and product life.
2. Extrinsic determinants:environment, psychology of human wants information about products and services, advertising, variety and warranties.
3. Composite determinants:price, safety, maintenance and service, and aesthetic aspects.
Other research has suggested that customers are heavily influenced by ‘eight dimensions’ in determining quality levels. The framework presented includes the following:
(i) Performance:refers to the primary operating characteristics of a product.
(ii) Features:are the ‘bells and whistles’ of products - secondary characteristics that supplement the product’s basic functioning.
(iii) Reliability:probability of a product’s failing within a specified period of time.
(iv) Conformance:degree to which a product’s design and operating characteristics match pre-established standards.
(v) Durability:a measure of product life has both economic and technical dimensions.
(vi) Serviceability:speed, courtesy, and competence of repair.
(vii) Aesthetics: (subjective dimension) -how a product looks, feels, sounds, tastes or smells.
(viii) Perceived quality:(subjective dimension) - assessment of standards relying on indirect measures when comparing product brands.