2. Chapter 61 Exploring the Meaning of Quality Chapter 6 Achieving Quality Through Continual Improvement Claude W. Burrill / Johannes Ledolter Published by John Wiley & Sons, Inc., 1999 Prepared by Dr. Tomi Wahlström, University of Southern Colorado

3. Chapter 62 Deming’s Meaning of Quality What is quality? What would someone mean by the quality of a shoe? Let us suppose that it is a man’s shoe that he is asking about. Does he mean by good quality that it wears a long time? Or that it takes a shine well? That is feels comfortable? That it is waterproof? That the price is right in consideration of whatever he considers quality? Put another way, what quality-characteristics are important to the customer? - Deming

4. Chapter 63 Meaning of Quality Quality concepts apply to products and to services Quality has many “scales” or “characteristics” Quality should be aimed at the needs of the customer Quality means meeting the product quality characteristics that are important to the customer

5. Chapter 64 Juran’s Definition of Quality An essential requirement of… products is that they meet the needs of those members of society who will actually use them. This concept of fitness for use is universal…The popular term for fitness for use is quality, and our basic definition becomes quality means fitness for use. - J. M. Juran

6. Chapter 65 Feigenbaum’s Definition of Quality Product and service quality can be defined as: The total composite product and service characteristics of marketing, engineering, manufacturing, and maintenance through which the product and service in use will meet the expectations of the customer - A. V. Feigenbaum

7. Chapter 66 Crosby’s Definition of Quality Quality is conformance to requirements - P. Crosby

8. Chapter 67 Ishikawa’s Definition of Quality Narrowly interpreted, quality means quality of product Broadly interpreted, quality means quality of work, quality of service, quality of information, quality of process, quality of division, quality of people, including workers, engineers, managers, and executives, quality of system, quality of company, quality of objectives, etc. To control quality in its every manifestation is our basic approach

9. Chapter 68 ISO Definition of Quality Quality is the totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs

10. Chapter 69 Working Definition of Quality Quality meets requirements –Quality is binary –Quality focuses on requirements –Requirements must be in writing –Requirements must be verifiable

11. Chapter 610 Tenets of Quality Quality is directed at customer satisfaction Quality means “meets requirements” Quality applies to every product Quality is a profitable investment Quality requires changing an organization’s culture Quality requires top management leadership

12. Chapter 611 Tenets of Quality Cont. Quality is everybody’s job Quality equates to “good business practice” Quality requires a focus on people Quality is achieved through process improvement Quality improvement is forever Quality must be a fundamental long-term goal

13. Chapter 612 Couple of Quotes If a company follows the principle of “quality first,” its profits will increase in the long-run. If a company pursues the goal of attaining a short-term profits, it will lose competitiveness in the international market, and will lose profit in the long run. - Ishikawa The secret of Japan’s success is an unrelenting, some might say fanatical adherence to what amounts to a de facto national policy. That policy is quality first. - Dana M. Cound “A Call for Leadership”

14. Chapter 613 Questions?

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