Changing Definition of Quality
What Did Quality Mean in the Past?
- Conformance to requirements
- Defects / deficiencies
- Within specifications
The Goal was customer acceptance
What Does Quality Mean Today?
Today, the Customer assumes all products will meet expectations
Less than 50% of issues reported by the customer are hard failures
The Goal is to surpass customer expectations without unpleasant surprises – total customer experience
About the author
Kush Shah, ASQ Fellow, SSMBB,Red X Master, DF SSBB, AsQ- CMQ/OE, CSSBB, CQE, CQA, CBA
You can also view Kush’s profile at LinkedIn.