Management of Quality
MANAGEMENT OF QUALITY
Quality is defined as the ability of a product or service to consistently meet or
exceed customer expectations.
Operational definitions of quality generally refer to one or more
dimensions of quality.
For products, these include performance, special features, conformance to
expectations, reliability, durability, service after delivery, aesthetics, safety, and perceived
For services these include, tangibles, convenience, reliability, responsiveness, time,
assurance, and courtesy.
An organization's reputation for superior quality can give it a competitive
advantage in the marketplace.
Superior quality can enhance the reputation of the firm, increase
its market share, increase the loyalty of the customers, reduce the risk of liability claims, reduce
costs, and increase productivity.
The consequences of poor quality relate to loss of business, deterioration of the
firm’s reputation, product liability and higher costs and expenses.
Costs can be categorized as
failure costs, appraisal costs, and prevention costs.