Quality is one of those words and concepts that have many meanings. Let’s review the concept and discuss the different definitions of quality.

Quality refers to the degree of excellence or superiority of something, often in relation to its intended purpose or function. It is a measure of how well something meets its specifications or requirements, and how well it satisfies the needs and expectations of its users or stakeholders.

Quality can be subjective and can vary depending on the context, the perspective, and the criteria used to evaluate it. However, some common factors that are often associated with high quality include reliability, durability, efficiency, effectiveness, safety, usability, functionality, and aesthetics.

Overview: What is quality? 

Philip Crosby (1926-2001) was an influential author, consultant and philosopher who developed practical concepts to define and communicate quality and quality improvement practices. Crosby’s definition of quality was simple. He said that good, bad, high, and low quality are meaningless concepts. Crosby felt that the only relevant definition of quality is conformance to requirements.

The concept of “Quality is Free” was popularized by Philip B. Crosby in his 1979 book of the same title. The idea behind this concept is that the cost of poor quality is much higher than the cost of ensuring good quality from the outset.

In other words, investing in quality management processes and systems can save money in the long run, by reducing the costs of rework, scrap, and customer complaints. Crosby argued that by focusing on prevention rather than correction, organizations can achieve high levels of quality without incurring additional costs.

According to Crosby, the cost of poor quality includes the costs of defects, rework, inspections, warranties, customer complaints, and lost business opportunities. By addressing these costs through a focus on quality improvement, organizations can not only save money but also improve customer satisfaction and loyalty. Here are two interesting quotes from Crosby about quality:

Quality quote by Phillip Crosby

Quality quote by Philip Crosby

Today, the word quality is used in a variety of applications. Some of these are:

  1. Quality control – This refers to the process of ensuring that products or services meet specified quality standards. It involves inspecting, testing, and verifying products or services to identify defects or issues before they are delivered to customers.
  2. Quality assurance -This refers to the process of ensuring that products or services meet customer requirements and expectations. It involves planning, designing, and implementing systems and processes to ensure that quality standards are met.
  3. Total quality management – This is a management approach that emphasizes the importance of quality in all aspects of a business. It involves continuous improvement, customer focus, and teamwork, with the goal of meeting or exceeding customer expectations.
  4. Quality improvement – This refers to the process of making changes to products, services, or processes to improve their quality. It can involve identifying and eliminating defects, reducing costs, and increasing customer satisfaction.
  5. Quality standards – These are established criteria or specifications for the quality of products or services. They can be set up by organizations or by industry associations and are used to ensure consistency and reliability in the quality of products or services.
  6. Quality metrics – These are measurements used to assess the quality of products or services. They can include customer satisfaction ratings, defect rates, or other key performance indicators that are used to monitor and improve quality over time.

An industry example of quality 

One industry example of quality is the pharmaceutical  industry. Quality is a critical factor in the pharmaceutical industry, as safety, quality and cost are paramount concerns for consumers.

Some examples of quality practices in the pharmaceutical  industry include:

  1. Statistical process control (SPC) -This is a tool used to monitor and control the production process, by collecting and analyzing data to identify variations and trends. SPC helps to identify and correct quality issues before they become more serious, reducing waste and improving efficiency.
  2. Quality management systems (QMS) – Quality in the pharmaceutical industry refers to the degree to which a drug substance or product meets its intended use and fulfills its inherent properties. This definition includes essential attributes like the drug’s identity, strength, and purity. The quality of a drug is critical for patient safety and effective treatment. If a drug is contaminated or not pure, it could cause harm to patients. Similarly, if a drug is not potent enough, it may not be effective in treating the condition for which it was intended.
  3. Lean manufacturing – This is an approach that emphasizes continuous improvement and waste reduction. Pharmaceutical companies use lean manufacturing techniques to eliminate waste, increase efficiency, and improve quality.
  4. Six Sigma – This is a data-driven approach to quality management, which focuses on identifying and eliminating defects and reducing variability in the production process. Pharmaceutical manufacturers and suppliers use Six Sigma to improve quality, reduce costs, and increase customer satisfaction.
  5. Failure mode and effects analysis (FMEA) – This is a process used to identify and address potential quality issues before they occur. Companies use FMEA to identify potential failures in their products and processes, and to develop strategies to prevent or mitigate them.

Frequently Asked Questions (FAQ) about quality

Here are some frequently asked questions about quality:

What is quality management?

 Quality management is the process of ensuring that products or services meet or exceed customer requirements and expectations. It involves developing and implementing systems and processes to monitor and improve the quality of goods or services, and to identify and address any issues or defects that arise.

What is quality control?

Quality control is a process that involves inspecting, testing, and verifying products or services to ensure that they meet specified requirements. It is often used in manufacturing and production to identify defects or issues before the final product is delivered to the customer.

What is quality assurance?

Quality assurance is a process that involves planning, designing, and implementing systems and processes to ensure that products or services meet specified requirements. It is often used in software development and other industries to ensure that products are delivered on time, within budget, and to the required quality standards.

What is Total Quality Management (TQM)?

 Total Quality Management is a management philosophy that emphasizes continuous improvement, customer focus, and teamwork. It involves developing a culture of quality throughout the organization, with a focus on meeting customer needs and expectations, improving processes and systems, and involving employees in the quality improvement process.

What is meant by “Quality is Free”?

“Quality is Free” is the title of a book written by quality consultant, Philip Crosby in 1979. The concept is that the cost of poor quality is much higher than the cost of ensuring good quality from the outset.

In other words, investing in quality management processes and systems can save money in the long run, by reducing the costs of rework, scrap, and customer complaints. Crosby argued that by focusing on prevention rather than correction, organizations can achieve high levels of quality without incurring additional costs.

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