What is Quality?

Definition of quality is different but there are two critical things in the view:

1.Quality means the product or service that meets the needs of customers and lead to customer satisfaction. In this case the more quality-oriented income.

The purpose of quality improvement is to meet the needs of customers and indirectly increase income.However to meet and improve product quality often requires huge investment and involve increased costs.

2.Second definition Quality means free from defects.
Free of errors resulting in repeat work (rework) or from the failure of output / production, customer dissatisfaction, customer complaints and other.

In this case, the meaning of quality over cost oriented. Quality improvement is often at low cost.

A summary of the main features of these two definitions

1-product that meets customer requirements

High quality allows the company:

i. Improve customer satisfaction
ii. Marketable products
iii. Meet competition requirements
iv. Improve the quality of market
v. Increase sales revenues
vi. Premium price guarantee

Major impact is on sale.
Often, high quality higher cost.

2-Free from defects

High quality allows the company:

i. Reduce the percentage of errors
ii. Reduce rework and waste
iii. Reduce the output error
iv. Reduce warranty costs
v. Reduce customer dissatisfaction
vi. Reduce inspection and evaluation
vii. Reduce the production of new products to market.
viii. Increase production and capacity
ix. Improve delivery performance / delivery

For most of the Quality Department long definition often used is "a compliance to specifications". They always assume that products conform to specifications will meet the needs of customers. This assumption was wrong. Customer requirements may include items not specified in the description of product specifications eg in simple service, confidentiality, free from the burden of work and other documentation.



Meaning Reference Quality (Planning for Quality, 2nd Ed, (1990), Juran Institute. Inc.. Wilton, (T.pp.1-10)