Quality Definitions

General

• Quality, in business, has a pragmatic

interpretation as the non-inferiority or superiority
of something.

• Quality is a perceptual, conditional & somewhat

subjective attribute and may be understood
differently by different people.
 Definitions of Quality

As per ISO 9001 –

“Degree to which a set of inherent
characteristics of a product or service fulfills
the requirements.”
As per Philip B.Crosby –
“Conformance to requirement”
The requirements may not fully represent
customer expectations.

As Per Joseph M. Juran –

“Fitness for use.”
Fitness is defined by customer.
As per Noriaki Kano –
“Products and Services that meet or exceed
customers’ expectations.”
Two Dimensional model of Quality “must be
quality” and “attractive Quality.”

As per Robert Pirsig –

“ The result of Care.”
As per Genichi Taguchi –
“Uniformity around a target value.”
The idea is to lower the standard deviation in
outcomes.

“The loss a product imposes on society after it is

shipped.”
As per ASQ (American Society for Quality)-
“The characteristics of a product and service that
bear on its ability to satisfy stated or implied
needs.”

“A product or service free of deficiencies.”

As per Alex Steffen-

“Quality is wealth.”
As Peter Drucker-
“Quality in a product or service is not what the
supplier puts in. It is what the customer gets out
and is willing to pay for.”

As per Gerald M.Weinberg-

“Value to some person.”
As per W. Edward Deming –
“the efficient production of quality that the market
expects.”

He linked Quality & Management as-

“Costs go down and productivity goes up as
improvement of quality is accomplished by
better management of design, engineering,
testing and by improvement of processes.”
As per Kenneth Pipke-
“ The product or service is designed, produced
and delivered :
• Better, that is without defects and meets the
needs, wants and desires of the end user.
• Faster, a task time and cycle time perspective.
• Easier, Every worker involved in creating and
delivering the product or service.
• Cheaper, everyone in the supply, production,
distribution and user chain. “
Thanks