The Business Meanings of Quality

1.1 Define quality in terms of business and services provision.

Before I clarify the question, it is much appropriate to give definition of the quality. When we talk about quality there several division meant by quality gurus. Edward Deming, Joseph juran, Philip Crosby, shigeo shingo, kaoru ishikwa, Yoshio kondo, and peter Drucker.

The business meanings of quality have developed over time. Various interpretations are given below:

1. ISO 9000: "Degree to which a set of inherent characteristics fulfills requirements." The standard defines requirement as need or expectation.

2. Six Sigma: Number of defects per million opportunities

3. Philip B. Crosby: "Conformance to requirements." The requirements may not fully represent customer expectations; Crosby treats this as a separate problem.

4. Joseph M. Juran: "Fitness for use. Fitness is defined by the customer.

6. Genichi Taguchi, with two definitions:

a."Uniformity around a target value. The idea is to lower the standard deviation in outcomes, and to keep the range of outcomes to a certain number of standard deviations, with rare exceptions.

b. "The loss a product imposes on society after it is shipped."This definition of quality is based on a more comprehensive view of the production system.

7. American Society for Quality: "A subjective term for which each person has his or her own definition. In technical usage, quality can have two meanings:

a. The characteristics of a product or service that bear on its ability to satisfy stated or implied needs;

b. A product or service free of deficiencies.

8. 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.

9. W. Edwards Deming: concentrating on "the efficient production of the quality that the market expects, and he linked quality and management: "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.

"Quality is defined by the customer. A quality product or service is one that meets customer requirements. Not all customers have the same requirements so two contrasting products may both be seen as quality products by their users. For example, one house-owner may be happy with a standard light bulb - they would see this as a quality product. Another customer may want an energy efficient light bulb with a longer life expectancy - this would be their view of quality. Quality can therefore be defined as being fit for the customer's purpose."

How quality can be create in business

Market research involves a business in finding out what its customers want and expect. It can be carried out with a small group of customers, asking them to provide detailed information about products and services. The research should reveal what the customer' view of quality is and whether they are getting it. Obtaining lots of information from a small panel of customers is called qualitative research.

Market research can also be carried out with large numbers of customers through questionnaires. This is called quantitative research. Working to best practice standards is another way an organization can create quality. BSI works with industry specialists to create these standards. Today companies worldwide are seeking certification for their security management systems.

The most successful organizations are those that give customers what they want. Satisfied customers are loyal to those suppliers they feel best understand their requirements. As a result they will make repeat purchases and will recommend a business to their friends.

What are the benefit from working with quality Standardization

? Standards protect consumers' fundamental right to safety, the right to be informed and the right to choose. These rights relate to products, services, processes and materials.

? Standardization promotes effective research and development, and makes products easier to use.

? Standardization relies on all sections of society being involved in standards, providing an opportunity for everyone to share knowledge and make their voice heard.

Businesses that do not focus on quality will quickly find that there are costs to be paid. Examples of these costs include waste due to products being badly made