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

Wes Bucey

Quite Involved in Discussions
#81
J Oliphant said:
At the very least it certainly IS a question of ethics, ethically when you pay a person to do something, you expect that person to do it.

If it’s an employee, you fire him (particularly if he does this regularly). Would you Not fire him because the person said??,
“ I didn’t do want was expected of me, because I wasn’t paid enough’. Come on, wes! You wouldn’t buy that, would you??? :nope:

Enough of the soapbox. :soap:
I do make a distinction between getting what I bargained for (or paid for) and the situation where the customer who shops on price then complains the low-priced product isn't as good as the high-priced product.

Everyone who reads this will probably have one anecdote about something similar to the one where a guy buys a supposedly "hot" watch from a guy on the street one night, thinking he has a "Rolex," only to find out in the cold light of day he has bought a "Rolecks." The idiotic part is when he goes looking for the "fence" who sold him the watch to complain it doesn't keep time.

In my mind, I respect the right of a buyer who has laid out all his requirements in advance to complain if the product doesn't meet those requirements, regardless of the price paid. Shame on the supplier who promised to meet those requirements and didn't.

I do not respect the buyer who imposes quality criteria AFTER the product is delivered, regardless of the price paid. In the case of the Montblanc pen, the manufacturer advertises what to expect, the buyer therefore bargains to get what is advertised.

When a worker says, "I wasn't paid enough." after the fact, he is in the same position as the buyer of the Rolecks - he wanted more than he bargained for.

When an employer adds conditions AFTER the pay rate has been established, it is like saying to the worker, "I hired you for 8 hours and I will pay you for 8 hours, but you must work 12 hours or I won't pay you after all."

As a matter of fact, new employment laws address this very matter.
 
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jaimezepeda

#82
J Oliphant said:
Not to be disagreeable, but I have been ever-increasingly against the phrase.
On the contrary. I am glad to learn about the other side of the argument. I am still not totally sold on the phrase either. Especially when we are an ISO registered shop. I mean that alone implies we should give quality a priority. However, I was told that the organization cannot ignore other matters to make quality the top priority. After all, the organization has to make a profit to stay in business. Or so I was told.

I guess that is why sometimes it is better to fire a customer that increasingly demands more quality than he/she paid for, along with employees that think they can do less work for more money.

Jaime
 
D

ddunn

#83
The last several posts seem to prove my point that customer satisfaction is a myth. If quality is conformance to requirements and you base the requirements on making your customers do a happy dance, you'll soon be out of business because you're broke.

If you base the requirements on making you customer successful, your customer will make more and you will make more.

If you help make your customers successful they may not always be happy but they will always be your customers.

The question should not be "What is Quality?" the question should be "What are requirements?".
 
J

jaimezepeda

#84
ddunn said:
If you base the requirements on making you customer successful, your customer will make more and you will make more.

If you help make your customers successful they may not always be happy but they will always be your customers.
Very good point :applause:

Top Management where I work has defined customer satisfaction as customer loyalty.

Jaime
 
J

Jim Howe

#85
ralphsulser said:
If that CEO was Lee Ioccoa then I can personally attest to his commitment to quality having been in the Chrysler/Dodge plants before and after his arrival. Prior to his arrival the quality was ho hum and visibly poor paint, fit and finish. After -there were immediate improvements, and relplacements of plant quality managers with daily reviews at the end of the lines with cars marked with arrows pointing to unacceptable results.
It was Lee Ioccoa but I now remember it was not an interview but a commercial. I am glad to hear that he did attempt to improve the quality of product. My experience with the Dodge 400 was abysmal.
It was at that point in time that I seen Lee on the TV and it may have been the 400 that biased my perception.
 
P

pawel.lang

#86
Client's unhappiness

jaimezepeda said:
What happens when a customer is never happy?

Jaime
Let's say that every relation in life and also in business is a sort of transaction between paire (or more than two). Every side is motivated to this transaction by needs which will be through it satisfied.

For instance in private life you look for a partner 'couse for a reason (love, lonelines, prove that you can do it, and so on..), in business you may want to buy or sell somenthing. In the end all sides of any transaction need each other. Without this fact they wouldn't approach each other.

But in business is like in life some transactions make you "happy" some not. When they make you unhappy or/and never made you happy, perhaps you schould realy "fire" the other side for better future? I another words: when one side of transaction's needs are not fulfilled then then there is no need for the other side.

Of course relations are mostly more complicated than this very simple example.
 

Marc

Hunkered Down for the Duration with a Mask on...
Staff member
Admin
#87
Anyone have anything else to add? (This is a 'Blast from the Past' thread bump...)
 

Govind

Super Moderator
Staff member
Super Moderator
#88
This is how I see Quality..

Marc said:
Anyone have anything else to add? (This is a 'Blast from the Past' thread bump...)
"Quality is to product as grammar is to language,"
Regards,
Govind.
 

Peter Fraser

Trusted Information Resource
#89
Marc said:
Anyone have anything else to add? (This is a 'Blast from the Past' thread bump...)
This may not be understandable to all(!), but it is taken from my recently published book "Dee the Business" - "a tongue-in-cheek guide to business and IT concepts and terminology in Doric" (the dialect of the North East of Scotland). [It also includes Doric Haiku versions of Microsoft error messages and Doric “emoticons,” through Eddie Demin’s Fowerteen Pynts and a North East view of the impact of external standards, to what happened when “A bubblyjock wis bletherin til a bull.” It comes with an English translation.] (I've added one or two other definitions below - email me if you want some more examples)

Quality: "Fit wye a thingie’s fit fir fit it’s supposed ti fit" [The way in which something is suitable for its intended purpose]

Competency: "Fit ye’re fit fir" [What you are capable of]

Business Risk: "Onythin aat kin mak an erse o fit ye’re tryin ti dee" [Anything which can make a real mess of what you are trying to do]

Resources: "Handy things ti hae handy" [Convenient or useful things to have at hand]
 
#90
Marc said:
Anyone have anything else to add? (This is a 'Blast from the Past' thread bump...)
Sure... We all have our own definitions, but how about this?

Quality will make the customer happy.
A happy customer will make the company profitable.
A profitable company will make the owner happy.
A happy owner will allow the company stay in business.
A company that stays in business will keep paying your wages.
The wages will make you happy.

Thus, quality = happines. :D I also think it is safe to say that lack of quality makes a lot of people unhappy...

/Claes
 
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