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After so many decades of quality assessment, process-improvement initiation, statistical analysis, and general discussion, one would think the question, “What is quality?” has been answered and closed. One would be wrong.
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When defining quality...
There is certainly no shortage of material and insight to draw on when diving into the world of quality and quality improvement. Shewhart, Deming, Ford, Shingo. These stalwarts introduced the world to brilliant concepts, and their teachings continue today as the bedrock of modern quality.
“In other words, the fact that the criterion we happen to use has a fine ancestry of highbrow statistical theorems does not justify its use. Such justification must come from empirical evidence that it works.” —Walter A. Shewhart
“The supposition is prevalent the world over that there would be no problems in production or service if only our production workers would do their jobs in the way that they we taught. Pleasant dreams. The workers are handicapped by the system, and the system belongs to the management.” —W. Edwards Deming
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Comments
VOC
I thought VOC to mean Volatile Organic Compounds, and so consumers are: volatile. They're brought up by the Media to behave like immature kids, they don't know what they want themselves, they want what other "kids" have - or say to have - or what the Media make them believe they want. Customers can only voice themselves when they're in a strong position against sellers or suppliers; and quality - as it is - is often defined by latter, much more often than by the former. Innovation reminds me of a Pirandello's comedy, that ends with the question "what is truth?" and the answer is a treble laugh.
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