Definition Quality - What is your Definition of "Quality"?

#41
Southern quality

Okay now to set you all straight. First of all, sorry I’ve missed so much. My employer has this funny thing about me doing those things he pays me for. Imagine that!


First Quality
If we understand the Kano model, we can see that no matter what “extras” we add, if we fail to satisfy the basics, the customer will not accept our product/service as quality. For example, I you buy a car from me and I throw in the greatest sound system ever produced, you will not think the car is a “quality” car if it does not come with wheels, and there is no way to put wheels on it. On the other hand, if all the “basics” are met, it doesn’t take many extras to add “wow”. But next time the extras will probably be considered basics. In both cases, the customer still defines “quality”:smokin:

Second Southerners
You kaint call yourself a southerner unless you have dug a new hole for the outhouse, and have eaten soup beans, fried potatoes and cornbread at least four times a week. And if you add just a bit of vinegar to them greens they can be eaten with no difficulty. But I really don’t think this is the proper thread to discuss soul food. (or roadkill)
:biglaugh:
 
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#42
Quote from Michael T
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Okay Jim, I'll concede that the customer (defined as those who purchase our products/services) does not drive or define all that we might want to improve or achieve. For example, we may want to lower our toxic wastes to a certain level below what is mandated by government. Why would we want to do this? We are stewards of our environment - it makes sense - it makes the other members of our community happy... etc. etc. This improvement has no significant impact on our customers other than to make them feel good about buying our environmentally sensitive products. With that "warm fuzzy" and $0.30 I can buy you a cup of coffee (that closely resembles toxic waste...
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Michael, perhaps I’m missing something. It seems we have progressed from customers defining “quality” to customer determining what we should improve. Sometimes they are the same, but I’m having trouble finding the definition of quality in your example. I cannot argue what you are saying, and wouldn’t dare to. Even if we were to stretch the point to “quality of life”, then the customers (those who are affected by our toxic waste, or our elected officials) are still defining quality.

I think?
 
M

Michael T

#43
Originally posted by db
Michael, perhaps I’m missing something. It seems we have progressed from customers defining “quality” to customer determining what we should improve. Sometimes they are the same, but I’m having trouble finding the definition of quality in your example. I cannot argue what you are saying, and wouldn’t dare to. Even if we were to stretch the point to “quality of life”, then the customers (those who are affected by our toxic waste, or our elected officials) are still defining quality.

I think?
Dave,

What I was referring to was quality objectives that are customer centered. In particular, I was reply to Jim's quote:
We might choose to have objectives (part of a definition of 'quality') not driven by the customer - and from which the customer might not even benefit.
Perhaps I misinterpreted the point he was trying to make. I was trying to come up with a quality objective that might not have the customer as its focus. At first I couldn't think of any type of quality objective that wouldn't be customer centric, but then, as I thought more about it... quality objectives should be stakeholder focused, not just customer focused. Perhaps I'm confused? :confused: Sure wouldn't be the first time. :D
 
#44
Jim, Jim, Jim...


I was one of those who missed it. I hadn't thought about "quality" in those exact terms, and I guess that I am still having trouble absorbing it. I don’t see how it fits. But, I’ll chew on it a bit. My early comments would definitely not fit your second scenario…and I can see why. I’ve really got to think about this. You sir, are twisting my paradigm (I hate that word, but it does work here) on the subject.

Isn’t that what the Cove is all about?
 
E

energy

#45
Another Q Dictionary

Okay now...I just downloaded this from a "Business" website. I won't say which country. Suffice to say it wasn't the USA. Let's do the recommended substitution of business terms in place of "Quality". I can't do it. I must be trapped in my paradigm? I am respectively asking for help on this. Show me the light!:eek:

quality assurance
Those activities associated with assuring the quality of a product or service.

quality at the source
A method of process control whereby each worker is responsible for his or her own work and performs needed inspections at each stage of the process.

quality circles
Brainstorming sessions involving employees of a firm whose goal is improving processes and process capability.

quality control
The process relating to gathering process data and analyzing the data to determine whether the process exhibits nonrandom variation.

quality dimensions
Aspects of quality that help to better define what quality is. These include perceived quality, conformance, reliability, durability, and so on.

quality function deployment (QFD)
QFD involves developing a matrix that includes customer preferences and product attributes. A QFD matrix allows a firm to quantitatively analyze the relationship between customer needs and design attributes.

quality improvement system
The result of the interactions between the various components that defines the quality policy in a firm.

quality loss function (QLF)
A function that determines economic penalties that the customer incurs as a result of purchasing a nonconforming product.

quality management
The management processes that overarch and tie together quality control and quality assurance activities.

quality maturity analysis (QMA)
A study in which a firm’s level of maturity relating to quality practices is assessed.

quality measures
Ratios that are used to measure a firm’s performance in the area of quality management.


:ko: :smokin:
 
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E

energy

#46
For sure

Originally posted by Jim Wade
Hi energy

Now in my real world (yeah - I do have one too!) I find that sometimes the same question, even in the same organization, might come out with a different valid answer from time to time if there have been changes of customer or supplier or product range or production technology or packaging or market or regualtion or standards etc. etc.

So if we just say 'quality' without defining exactly what we are talking about, it might mask the fact that we are talking at cross purposes.

rgds

Jim
If I asked a dozen colleagues here what the word "Quality" meant to them, there would probably be 10 different answers. Each answer would be the view from that department. I've heard "Quality Problems" to describe every situation where something went awry. Short example: Order entry error. "We have a problem with the Quality of this person's work." How do we change that? It's not worth the effort. That would be a full time job all by it's self. Sometimes, when a person who is addressing a group, the use of the "Q" word lends an air of sophistication to their boring presentation. So we suffer through this nuisance and keep on chuggin!
 
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Mike S.

Happy to be Alive
Trusted Information Resource
#47
Originally posted by Jim Wade
Dammit! I was looking for a simple way to express what I meant and you have given me the answer: "If I asked a dozen colleagues here what the word "Quality" meant to them, there would probably be 10 different answers"

Exactly - and as long in any one use of the word we all know exactly what we are talking about - no problem.

On the other hand, as you imply, it can impress to use big and strange words - as long as there's no obfuscation :)

and this quote: So if we just say 'quality' without defining exactly what we are talking about, it might mask the fact that we are talking at cross purposes.

___________________________________________________
As Jim constantly points out, the definition of quality can be variable depending on circumstances, audience, etc. So Jim suggests we do away with using that ambiguous "Qword". But consider the words "objectives" and "principals" -- I think these words can suffer the same "problem" -- the definition can be variable depending on the circumstances, audience, etc. (Have I not seen threads in the Cove asking what the differences are between words like "policy", "objective", "principals" and the like?) Even consider the word "customer". I believe we've seen where many people agree this ("C-word"?) can mean many different things -- again depending on the situation (direct customer, indirect customer, internal customer, external customer, etc.) But somehow we have used these words for years upon years. So, is it truly a real problem in communication or is it an imagined one?

(Not trying to pick on you Jim.)

Mike S.
 
E

energy

#48
What a word

Originally posted by Jim Wade
No problem Mike - I don't feel picked on.
And you make a good point - many words might help miscommunication unless defined. I just happen to believe that we use 'quality' particularly vaguely and meaninglessly.
rgds Jim
Especially like "obfuscation". Showoff!:biglaugh: :ko: :smokin:
 
#49
I thought "obfuscation" was just a typo. How in the world is that pronounced. Is sounds like some messy medical or biological thing.

"Ol' Roy is obfuscating again!"

:biglaugh:
 
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