This is a question that has perplexed many for many years, and perhaps there is no "right" answer. But, please provide in this week's discussion your personal definition of "quality".

There really is no clear definition for quality, it means something different to everyone. Among other explanations, Webster defines it as "superiority of kind." I understand that to mean that each task is performed to a high standard to produce a consistently reliable product. Whether the product is a good or service I see quality as a sign that something can be relied upon.

There really is no clear definition for quality, it means something different to everyone. Among other explanations, Webster defines it as "superiority of kind." I understand that to mean that each task is performed to a high standard to produce a consistently reliable product. Whether the product is a good or service I see quality as a sign that something can be relied upon.
True, there is no "Clear" or "True" definitions for quality. As you consider this question though, what does quality mean to you personally in your purchasing decisions? And can that be extended to a business definition?

Three words define quality:

fit for use

Three words define quality:

fit for use


How about these three:
Form
Fit
Function

Well yes, but: Fit for use of intended function, at a reasonable cost.
Superior quality can be attained, and you expect superior at a high cost.
Why pay for a Rolls Royce if you only need, and want the attributes of a Chevrolet Impala. You can expect good quality and relaibility at a more reasonable cost. Value for your dollar. Isn't this why we shop for the best deal?

I'll agree with that - That's why our company's quality policy states that "Quality is defined by the customer". If they want an Impala they'll get an Impala, if they defined their needs as a Rolls Royce we will provide that too! :lmao:

How about these three:
Form
Fit
Function
I believe that "fitness for use" is one definition of quality. The statement you used is one used by Dr. Joseph Juran. Dr. Deming talks about quality not meaning perfection but simply efficient quality that the market or customer expects. I tend to go with this one. To me this means that a customer need is met.That's it!

When I think of quality I think of:

lasting value
well built or well made
reliable
durable
do not question if it will perform function. It will because of its design and qualities.

Aaron

In my opinion quality is customer satisfaction. Everybody works for that only, right?.

Sowmya

I agree quality is striving for customer satisfaction of the product, with the added influence that quality is relative to what the customer draws from the market. For example, when digital cameras first came out they were bulky and I am sure the picture quality was nothing compared to what you can get today. Why do we need more megapixels? Because we are all wanting to print poster-size photos? No, because the market is driving the product to have more megapixels and making the customer believe they need a most number of megapixels to have the best quality camera.

For example, when digital cameras first came out they were bulky and I am sure the picture quality was nothing compared to what you can get today.
Funny you should mention digital cameras. I recently heard the story from an ex-Polaroid employee that an engineer at Polaroid suggested the idea of digital photography in 1982. Management snuffed out the idea. Now, you may ask, where is Polaroid today? Simply meeting existing customer expectations for instant picture cameras was not sufficent.

The definition of quality and grade has mostly been interlinked. Quality has been defined in the standard ISO 9000-2000 as

Degree to which a set of inherent characteristics fulfils requirements.

ISO 9000-2000 (3.1.1)


This is a good and precise definition.

Grade has been defined as:

Category or rank given to different quality requirements for products, processes or systems having the same functional use.
A high grade entity (e.g.a luxurious hotel) can be of unsatisfactory quality and vice versa.
ISO 9000-2000 (3.1.3)

Fitness for use and other definitions offer only one aspect of the whole spectrum. Why re-invent the wheel. Enough time has been given to this topic.

Fitness for use and other definitions offer only one aspect of the whole spectrum. Why re-invent the wheel. Enough time has been given to this topic.
Please note this is a student discussion area. I am asking the students to discover some of this past information for themselves, though always appreciative of any outside of the class participation.

True, there is no "Clear" or "True" definitions for quality. As you consider this question though, what does quality mean to you personally in your purchasing decisions? And can that be extended to a business definition?

Well from a purchasing perspective quality takes on a whole new meaning and increases the number of sign-offs I need on a requisition by 3 people. This only means that our quality/environmental/health people must ensure that various quality considerations are included in the statement of work and that we have completely informed the vendor of our expectations for the services they will provide.

For my :2cents: , Quality is whatever the customers think it is. In essence, Quality has become a perception. The most precisely designed and accurately manufactured product that has not met the customer's expectations will fall below their level of perceived quality.

True, there is no "Clear" or "True" definitions for quality. As you consider this question though, what does quality mean to you personally in your purchasing decisions? And can that be extended to a business definition?

From a business prospective, quality has to be institutionlized in every segment of the business process. From inputs (suppliers, raw materials, component parts, etc.) through the transformation process (producing the product, assembling the components parts to make the whole) to the output (final product). Additionally, all the supporting functions that go into taking the product from raw material to distribution (marketing, engineering, sales, etc.) have to ensure the quality of their forecasts, designs, distribution channels, and projections, etc. The final measure of quality is did the product meet and/or exceed the customers' expectations. I believe that if Dr. Demings system (14 points) is applied for each part/function of the system (an organization is a system with component parts or functions), then the organization can achieve a high level of quality in addition to continual improvement and growth. The true measure will be if the P is maximized in this equation: R - C = $P. This is afterall the bottom line.

The true measure will be if the P is maximized in this equation: R - C = $P. This is afterall the bottom line.
Very good ideas in your post. Integration of quality into production. Perhaps we don't need a "separate" definition for quality . . . treat the whole as a system.

Well yes, but: Fit for use of intended function, at a reasonable cost.
Superior quality can be attained, and you expect superior at a high cost.
Why pay for a Rolls Royce if you only need, and want the attributes of a Chevrolet Impala. You can expect good quality and relaibility at a more reasonable cost. Value for your dollar. Isn't this why we shop for the best deal?
I agree...quality should be fit for use of its intended function...as defined by the customer. We could build a high quality product but if it does not meet the customers needs, cost, or time frame I don't think it is considered quality in the customer's eyes. Several years ago. I attended a TQM seminar where we were told that there were 3 words used when discussing a quality product: good, cheap, and fast. But...we could only have two of the three. If we wanted good and fast, it would not be cheap. If we wanted fast and cheap, it would not be good. If we wanted good and cheap, it would not be fast. In our process of continual improvement, I think that we may be able to gain all three by reaching a balance between them. But the ultimate arbitraitor is always the customer.

I would like to challenge the term "Quality Management". Think less of "Quality" and more of Business Process Management. Every process (input - Process - output) is a business process that requires to e managed. Quality is part of the output. The standards world should eliminate the word Quality and replace it completely with Business Management.

Quality is what the Customer says it is.

Quality is what the Customer says it is. That may work for custom products, but what if you are bringing a completely new product to market for the first time? Wouldn't you have to set a Quality level BEFORE your customers have a chance to decide? (By buying or not buying your product.)
Therefore, you may have to do some gymnastics, such as test marketing to determine what the target market will accept as Quality.

Wes, exactly. If you bring something new in then as a part of the marketing/design plan. You will have to determine your target Customers and their wants and needs as far as product and quality.

:applause: everyone has listed very important thoughts about what quality is and I see their perspectives. quality is a choice. quality is more than merely meeting a set of standards once in every 20 times or every 4 times. it is about being consistently persistent when schedules are rearing their ugly head and someone is forced to make a decision on what's more important, meeting a milestone on schedule or taking the extra time it takes to make sure standards are being adhered to. Basically, you take ownership of quality. You must make a personal commitment to uphold it and not put it away when its convenient to the process.

I had an interesting conversation the other day with a podiatrist friend of mine that is obsessed with finding quality in everything that he buys. Automobiles, homes, and clothes are always topics of discussion with him. Imagine my suprise when he said that he wants to buy a Harley Davidson motorcycle.
Americans, in their quest to produce the most reliable vehicles, continue to celebrate these poor quality bikes as an icon of America. Did I miss something here? If we are trying to attain great quality in U.S. manufacturing why do we idolize, at ludicrous prices, poor quality.

Quality is
1) Organization profitibility,
2) Customer satisfaction
3) Social responsibility (up to the most current knowledge)

In the comercial world, a sucessfull supplier must consider (1+2+3), they are all important.
Let me explain more on (3), some time customer, esp. end user, may overlook some environmental or health concerns. As a supplier, we need to have pre-caution to minimize those environmental and healthy impacts from the best of our knowledge.

Just in reference to Harley:
Some buyers (especially Harley) have different criteria for "Quality" which may include image, nostalgia, fantasy and those often overshadow price and mechanical perfection in their decision to purchase.

Point of the comment:
Therefore, you can't assume EVERY buyer has the same Quality criteria in mind when making a purchase.

This is a question that has perplexed many for many years, and perhaps there is no "right" answer. But, please provide in this week's discussion your personal definition of "quality".

I believe this comes from Stanley Marcus of Neiman-Marcus fame: Quality is selling products that don't come back to customers who do.