Defining Quality
The operations manager’s objective is to build a total quality management system that identifies and satisfies customer needs. Total quality management takes care of the customer. Consequently, we accept the definition of quality as adopted by the American Society for Quality (ASQ; www.asq.org): “The totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs.”
Others, however, believe that definitions of quality fall into several categories. Some definitions are user based. They propose that quality “lies in the eyes of the beholder.” Marketing people like this approach and so do customers. ...
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