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

M

M Greenaway

#61
Jim

I think what you talk of, and have experienced, is the natural variance that is resident in all processes.

All process will vary around a mean value, if in control, and like you say more often than not we will miss our mean value or 'target'.

Which is why careful statistical analysis of our measures is so useful.
 
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M

M Greenaway

#62
Yes Jim.

'Quality' improvement is commonly considered to be two things - reducing variation, or shifting the mean value or 'target'.

This is all only achievable when all special causes, as you mention, have been removed and we have established that our process is in statistical control.
 

Marc

Hunkered Down for the Duration with a Mask on...
Staff member
Admin
#63
1999 to 2003 - A Blast from the PAST. Many of you have contributed to this thread, but as I move through threads, some like this come up that I want to bring to the forefront for another look. Or at least to think about. In this case it's the ever changing, perspective related opinion of what quality is.

I thought of this especially because I was at a meeting yesterday. A fellow had been to a GM (General Motors) meeting with suppliers. GM said they are redefining Quality as What the Customer (car buyer) Perceives to be quality. I have to admit I chuckled to myself - That's new???

Has anyone else involved with GM getting this line?
 
P

pawel.lang

#64
Short & Simple

I've heard this or read while studies or somwere else and remembered it:

"quality is then, when your client is happy"

and I personally haven't heard any better definition since then.
 
D

ddunn

#67
Philip Crosby stated:
"QUALITY IS CONFORMANCE TO REQUIREMENTS"

I like to add
"QUALITY IS CONTINUOUS CONFORMANCE TO REQUIREMENTS"
If you conform to requirements sometimes that's not quality that's luck.

Now the big question is "WHAT ARE THE REQUIREMENTS?"
To answer this we need to ask "What does it take to make the customer successful?" (Customer satisfaction is a myth). If we focus on customer (external and internal) success we find that requirements are more that just the functional attributes of a product or service.
 
R

ralphsulser

#68
Juran said "Fit for Use" this is very small statement which means a lot. Implied includes function, appearance, cost, durability and of course customer satisfaction.
How can anyone make a customer "Happy", you cannot not make anyone happy. Happy is a state of mind. Only you can make yourself "Happy".
Can you even make your spouse "Happy", no- but you can contribute to ones satisfaction of the circumstances. Even if a customer says they are happy with your product and service, they would no longer be happy when your competitor lowers the price.
 
D

ddunn

#69
How about this definition of quality:

"Quality is a momentary perception that occurs when something in our environment interacts with us, in the pre-intellectual awareness that comes before rational thought takes over and begins establishing order. Judgment of the resulting order is then reported as good or bad quality value."

I can almost hear the sitar and smell the incense.
 
J

jaimezepeda

#70
Wes Bucey said:
Depending upon how unhappy that makes you, it may be time to "fire the customer!"
I have felt like that many times. The funny part is that we would be firing a customer because we tried to give them too much quality. :confused:
 
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