Defining Quality: An International Challenge

As long as there are quality professionals, the debate will continue

It seems like every few years somebody, somewhere around the world asks, “What is quality?” or “What does quality mean?” I recently had the opportunity to make my own attempt at addressing this question when it was asked by the Deutsche Gesellschaft für Qualität (German Society for Quality). Following is an English translation of my answer.

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Comments

What is Quality?

Matthew,

I teach a section called "What is Quality?" as part of Ed Zunich's Practical Process Improvement program. His definition contains 5 dimensions...

1. Fit, form and function (does it do what it is supposed to?)

2. Price (what the customer is willing to pay)

3. Delivery (the customer wants it when they want it)

4. Image (brand, past experience and future promise)

5. Continuous Improvement (what is good enough today will not be tomorrow)

I like Ed's approach in viewing quality from the customers' perspective and the 5 dimensions always produces a lively debate within the training.