The term quality means different things to different people. For example, a quality automobile may be one, which has no defect and works exactly as per expectation. This definition is similar to one given by MR. Juran (1988): “Quality is fitness for use”. There are many other definitions, which are widely discussed. “Conformance to specifications” is a commonly use definition by manufacturing industry.
Git low et al.. (1989) or Ozeki and Asaka, (1990) , define quality as “the expectation that a product or service exceed the expectations of the customer”. Such as Gitlow who believes quality is a judgement by customers or users of product or service; it is the extent to which the customers or user believe the product or service surpasses their needs and expectations, and Ozeki and Asaka who believe, quality means delivering products and services that:
- Meet customers standards
- Meet and fulfill customer needs
- Meet customer expectations
- Will meet unanticipated future needs and aspirations.
Quality can be viewed in two different ways.
- From the Customer’s point of view quality is “fit for use or satisfies their basic requirement”
- From Producers point of view quality is “meeting the customer’s expectation or satisfying their needs”.
Other Definitions of Quality
- The degree to which a work product has useful and desirable characteristics as represented by quality factors.
- The degree to which a work product is free from defects
- The degree to which a process is likely to produce quality work products in an efficient, repeatable manner.