"Quality"
One of the vital factors in satisfaction of costumers and their retention
is quality. If you want to keep your costumers loyal to you, quality is the
answer for that. One should maintain quality because quality is significant in
long run for the organizations i.e. contributing via increase in revenue and profitability.
However, the questions here is what really quality itself is?
Definitions of
Quality:
Joseph
Juran & Frank Gryna:
"Quality is fitness for use."
Robert Peach,
The ISO 9000 Handbook;
"The totality of characteristics of an entity that bear on
its ability to satisfy stated or implied needs."
Armand Feigenbaum:
"Quality is a customer determination based upon a customer's
actual experience with a product or service, measured against his or her requirements -stated or unstated, conscious or
merely sensed, technically operational or entirely subjective -and always
representing a moving target in a competitive market."
American Society for Quality: (ASQ)
"Quality denotes an excellence in goods
and services, especially to the degree they conform to requirements and
satisfy customers."
Peter Senge et al, The Fifth Discipline Fieldbook:
"Quality is a transformation in the way
we think and work together, in what we value and reward,
and in the way we measure success. All of us collaborate to design and operate
a seamless value-adding system that incorporates quality control, customer
service, process improvement, supplier relationships, and good relations with
the communities we serve and in which we operate - all optimizing for a common
purpose."
Dave's Definition of Quality:
"Quality is a really, really boring definition that has no
real meaning to most humans on this planet unless you are a millionaire consultant writing a new book or a quality
coordinator applying for some "Quality" award or certification
so you can quit and become a millionaire consultant who writes books and
produces infomercials from his private island in the
Caribbean."
Ishikawa’s
Definition of Quality:
“Narrowly interpreted
quality means quality of product while broadly interpreted quality means quality
of work, service, processes etc”
