| Quality is one of those terms, like Love, that defy | | | | - Absence of defects (zero defects, 6 sigma, ZQC, |
| definition. Through the years, Quality has been defined | | | | Poke Yoke): Can we eliminate all defects? |
| in many ways. Of course, the understanding of Quality | | | | - Control and reduction of variation (SPC, Six Sigma): |
| varies from field to field. Quality in the service sector is | | | | Can we reduce fluctuations in our process? |
| viewed differently than in Manufacturing. Quality in | | | | - Elimination of Waste (Lean Enterprise): What can we |
| medical devices is by necessity defined in different | | | | do to eliminate non-value added activities? |
| terms than Quality in automotive manufacture. | | | | - Elimination of Bottlenecks (TOC): What part of our |
| Below are some of the different ways Quality can be | | | | process prevents us from maximizing our throughput? |
| defined, but in most cases, none of the definitions can | | | | - Excellence: Today, Excellence is a synonym for |
| stand alone to describe the concept: | | | | Quality and it is often preferred because it does not |
| - Making it by the blueprint: does the product meet | | | | carry any negative connotations (i.e. you can have |
| specs? | | | | poor quality, but not poor excellence) |
| - Fitness for intended use: does the product do what it | | | | - Reliability: how long will the product perform without |
| is supposed to do? | | | | failure? |
| - Predictable consequences (theory of strict liability): | | | | - Authentication (against dilution, adulteration, |
| can you predict any negative consequences? | | | | counterfeiting, etc.): Are illegal activities affecting the |
| - Domestic Regulatory requirements: responsibility for | | | | reputation of our product? |
| product from cradle to grave. | | | | I am sure this listing is not complete, but it covers the |
| - Export/Import Regulatory Requirements: global | | | | most widely used definitions of the term. I am also sure |
| economy has expanded our Quality concepts | | | | that under most circumstances no single definition is |
| - Customer requirements: What have customers told | | | | complete, but we must rely on a combination of these |
| us they want? | | | | to fully describe Quality. Understanding the various |
| - Customer expectations: What else might the | | | | ways that Quality has been described and how they |
| customer want, but have not told us about? | | | | interrelate with each other is essential to the |
| - Customer delight (Kano model): What can we do to | | | | understanding of how our products and services can |
| exceed customer expectations? | | | | be improved in our competitive world |
| - Standardization (ISO, GMP, Lean standardized work): | | | | In future articles, I will review how these different terms |
| Are we doing things right every time? | | | | have been applied. |