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How do you define Quality?

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  • #26916

    iSixSigma Community
    Participant

    The Quality profession has always been about improving processes, products and services. From TQM to PDCA to Six Sigma, all Quality methodologies are focused on eliminating defects and the root causes of those defects. Quality involves products that satisfy your customers, running processes at greater efficiencies, producing less waste and increasing business productivity.

    If you had to define Quality in one sentance, how would you do it? Post a reply to this message and let us know what you think.

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    #65425

    Cannizzo
    Participant

    Improving processes to prevent defects and satisfy customer requirements.

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    #65428

    Big Bill
    Participant

    Quality is doing it right the first time. period. For whatever the customer (internal or external) is expecting.

    The question is, what is the customer expecting?

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    #65429

    Barbara Tenah
    Participant

    Operating your process within a defined specificity, or within it’s capability.

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    #65430

    Robert T.
    Member

    I agree with one of the previous posts. You need a specification on a product from the customer to be able to define the opportunity and defect, if applicable.

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    #65435

    Brien
    Participant

    “Quality” can be defined as “a state of conformance to valid requirements.”

    “Valid requirements” are defined as conditions that:
    * meet the needs of the customers
    * are measurable
    * are achievable.

    “Quality Assurance” can be defined as “all planned and systematic activities designed to assure that a product or service performs as intended.”

    “Total Quality Management” can be defined as “the systematic alignment of all aspects of an organization with its mission, vision and values”.

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    #65438

    vishu
    Member

    You stated that:

    “Quality” can be defined as “a state of conformance to valid requirements.”

    “Valid requirements” are defined as conditions that:
    * meet the needs of the customers
    * are measurable
    * are achievable.

    Is Six Sigma achievable or does it contradict the Quality definition that you presented above? Motorola only achieved 5.9 on their pagers. The airline industry is above 6 for obvious reasons, but their baggage is under 2 and that is a valid requirement of mine to receive my luggage when they drop me off at my destination! The medical industry has issues also.

    Can you have quality without conformance to valid requirements? Isn’t it enough to work towards valid requirements?

    vishu

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    #65448

    Katherine Tonel
    Participant

    Zero defects — however your customer (internal or external) defines a defect.

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    #65456

    Uffe P.
    Member

    Quality is when your customers returns, and not your products.

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    #65466

    Brian T.
    Participant

    Ok, here’s my shot at one sentence!

    No customer defined defects produced by my business processes.

    Thanks for a great site,
    Brian

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    #65468

    Ang
    Participant

    Quality:
    Delighting customers and exceeding their expectations!

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    #65487

    Norm Strickland
    Participant

    I believe the more important question to be answered regarding any of your business processes is:

    How does your customer define quality in the product or service that they are purchasing?

    Once you have their CTQs identified and quantified (targets, specifications) you can then determine if you are meeting them.

    Thanks for the discussion!

    Norm

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    #65639

    Ai Lin
    Participant

    Quality means getting things right at the first time when it is done.

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    #65707

    mpsarros
    Participant

    It is quite simple to submit a usual definition for quality (conformance to requirements, do it right first time and then every time, fitness for use etc.)
    In my opinion quality is a degree of excellence and according to Aristotle (it must be noted that he lived thousands years ago) excellence is not an action, but a habit.
    It derives, that quality mngnt cannot be faced only as a task or procedures, it is essential to be faced as a management mentality, or as a way of business life. Is this possible? excellence is perfection and perfection is a term that only god can use.

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    #65729

    akaraj pansuntia
    Participant

    We will find customer expectation by QFD(Quality Funtion Deployment).
    Inquire customer what they need ?
    by matching your process.
    Customer Need.
    P1 P2 P3
    1. quality 5 H L H
    2.On time deliverly. 3 L H M
    3.friendly service 4 H M L
    4.service after sale. 2 L L H
    Total X X X
    H = 9, M= 5, L=3
    Then slect the highest total(CTQ) and back to look at your process and find it’s cause.

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    #65807

    Trevor
    Member

    I agree that quality is getting it done right the first time, but it’s sometimes difficult to explain that to the shop floor. I like the idea of zero defects because it gives them something to “shoot for” as opposed to being measured against bad product.

    -T

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    #65810

    Noman Ghafoor
    Participant

    Quality means getting things right at the first time when it is done.
    It could be a slogen in quality culture but Quality couldn’t explained in this way, It is basically a motto or you can called it the objective.

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    #65816

    Anonymous
    Participant

    What if you are running the wrong process?

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    #65817

    Brien Palmer
    Participant

    I read these definitions with fascination: there are what I use. Just curious, where did you get them?

    -Brien

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    #65818

    Brien Palmer
    Participant

    Boy, is this posting system confusing. I answered a post today (2-12-01) on the definition of quality authored by “Peter”. If fact, it wasn’t “Peter” at all, but my post from last summer.

    My response went against a post by Vishu, who was answering my initial post last summer.

    What’s going on?

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    #65861

    bhishma dalal
    Participant

    Meeting or surpassing the customer expectations.

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    #65863

    dpooley
    Participant

    my definition is:

    Implementing or creating processes, products or sevices that provide or exceed stakeholder satisfaction, where stakeholders can be internal or external customers, shareholdes, employees, business partners and even the environment (no point of 0 defects if waste material destroys a river)

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    #65864

    dpooley
    Participant

    Well that makes monolopies the leaders in quality then! ;)

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    #65871

    Kevin Mader
    Participant

    A definition of Quality:

    “A product or service possesses quality if it helps somebody and enjoys a good and sustainable market.” WED.

    I see the many posts here asking “How do you define Quality?”. My two cents worth is to remind the forum that this is not a static definition. It can never be. It must evolve to meet the changing needs and wants of the Customer. It should always be defined by the Customer. I myself have many definitions for many different considerations. It is a value judgement to an individual, and we place different value on different things. I personally don’t have a ‘single, generic’ definition any better than anyone else’s.

    For me, the definition must employ dynamic characteristics. Dr. Deming’s inclusion of “sustainable market” is an example of a dynamic characteristic. Markets constantly change, and any organization should do their best to understand the change. Dr. Deming cites an example of carburetor manufacturer in his book The New Economics that serves to illustrate this point well.

    A carburetor manufacturer did well to produce defect free products (six sigma?). Still, carburetor manufacturers went out of business. Why? They were in the wrong business. The ‘need’ was for air and fuel mixture devices, not carburetors. The market shifted from carburetors to fuel injectors. In time, they will change to something else. What sustainable markets do you produce for? A good question for all of us to ask ourselves.

    Regards,

    Kevin

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    #65874

    Keshav
    Participant

    Quality is in the eyes of the beholder. However, supporting customer at all stages of business matters.

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    #65876

    Kaliman
    Participant

    I wonder how many of those who replied REALLY read the question. Try again and reply. Here is one I heard from Dr. Deming:

    “Quality is pride in workmanship”

    That is all that was asked, NOTHING else.

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    #66282

    Rao
    Participant

    Quality can be defined as the improvement in customer satisfaction and increase in profits.

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    #66375

    Baltzaki Katerina
    Participant

    I definetely agree with Mr. Psarros, that quality is the pursue of excellence or the reach of the ideal standard that is the reach of “protypo” according to Aristotle.

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    #66377

    Cone
    Participant

    I agree — that is why we should call them Management Systems, not Quality Systems.

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    #66381

    Manolis Psarros
    Participant

    Hello Gary

    I see what you mean, but quality management systems is the ideal term, in order provide a differentiation among these and the traditional management systems.

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    #66383

    Kevin Mader
    Participant

    Folks,

    How important is the distinction?

    Regards,

    Kevin

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    #70515

    James A
    Participant

    That euphoric and Utopian state achieved only when we can all go home – permanently.

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    #70562

    Ropp
    Participant

    “conformance to your customers requirements”

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    #77970

    Radhika Krishnan
    Participant

    A Quality Product is one that functions the way the Customer has visualised for usage. It is this visualisation that have to be captured as CTQs and verified at every stage of the Product Life Cycle.

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    #77971

    Jack Welch
    Participant

    YOU do not define quality………………..
    Your CUSTOMER does  !!!

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    #77985

    Ashok Sarkar
    Participant

    YES I AGREE AND TO ADD A POINT CUSTOMER MAY BE INTERMEDIATE OR FINAL !!!

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    #127577

    Oliver
    Participant

    Give the customer what he needs, wants and deserves but never forget the bottom line.

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    #127586

    roger coger
    Member

    Quality is in the eyes of the beholder. The Beholder is the One who be holdin’ the paycheck!   RSM

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    #127588

    Chris Seider
    Participant

    Let’s consider another perspective.  If my memory serves correct, Philip Crosby initiated the Cost of Quality concept in “Quality is Free”.
    What is in that cost?  Inspection, waste, claims
    The reasons for these costs are:  Incorrectly defined CTQ specifications which allowed for customer dissatisfaction,  material that was out of specification, or controls (e.g. inspection/testing which should include process controls on a machine) to ensure the process stays in process control and in specification.  These items help define what quality is in one sentence.

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    #127589

    CT
    Participant

    Reduction of variation around the “Mean”

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    #127590

    Gooseneck
    Participant

    Oh for gawwwdddss sake.This topic died back in 2002!!!!

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    #139818

    jeci
    Participant

    quality can be defined as the degree of excellence

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    #139825

    Oh My!
    Participant

    I think we have a winner for response to the oldest post!
    And thanks to methilda for offering some additional dialogue.
     

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    #139838

    Brit hey Darth
    Participant

    What was the previous old post-reply record.
    We might have a winner at 5 yrs. 4 Mos

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    #139841

    Ken Feldman
    Participant

    Congrats Brit, we have a winner.  I didn’t even know the archives went back that far.  Good catch.

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    #139844

    d.statzman
    Participant

    The best definition I have seen to date is: “meeting the customer’s expectations”. 
    I would also like to add a quote from Victor Hugo: “One sees quality at a distance and defects at close range.”

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    #158679

    princess
    Participant

    Degree of excellence

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    #170620

    ADLI AQEL
    Participant

    Quality is the result of doing business characteristically

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    #170621

    Sriram
    Member

    Giving our customers an experience that will long last to fulfill their needs, which none of the competitors
    can do

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    #170622

    George 4
    Participant

    Quality is identical with CS and with “doing things right the first time”.

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    #170623

    George 4
    Participant

    No ,no and no…..

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    #170971

    Saravanan A
    Member

     

    Degree of set of inherent characteristics to fulfill customer
    requirements.

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    #170974

    Alderman
    Participant

    Quality is “When your customers return and your product doesn’t” Forget who said it but it makes all the sense in the world….

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    #170977

    Brandon
    Participant

    Dan – “what if your customers are stupid”.
    It doesn’t matter…they are still the one’s making the purchase decision.

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    #170978

    Fontanilla
    Participant

    Because of your name I believe you should ask George (4) to send  “his Kaizen Slides” for your evaluation…

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    #170979

    Brandon
    Participant

    Sorry, Dan, don’t get your point.

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    #170995

    Fontanilla
    Participant

    Brandon
    Because his name is “Capt.Kaizen”.
    Regards 

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    #171029

    Sridhar Sukumar
    Member

    If the customer is willing to accept say a 5% defect, then investing a lot of money to make the process would be wasteful. hence Zero defect would be Gold Platting if not asked for by the customer

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    #171031

    Mikel
    Member

    Explains a lot of the crap product we get imported these days, doesn’t it?

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    #171038

    Brandon
    Participant

    OK, Dan, I see. Didn’t know who you were directing the comment to.

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    #171073

    Aurum
    Participant

    Sridhar,In a sense you are right, which is why Dr. Taguchi has proposed the best definition of quality.If you can show your customers losses and your losses are minimized by your strategy then you are fully justified, but this is hardly ever the case.And the reason is you do not know what losses occur outside your immediate sphere – your customer’s customer, etc.Unless you’re absolutely sure about the losses to society, you run the risk of someone competing on the basis of higher quality (lower losses to society.)Regards,
    Aurum

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