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Blog, Quality

Changing Definition of Quality

Posted: November 9, 2017 at 10:34 pm   /   by   /   comments (0)

What Did Quality Mean in the Past?

Focus on:

  • Conformance to requirements
  • Defects / deficiencies
  • Within specifications

The Goal was customer acceptance

Examples:

 

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

Examples:

 

 

 About the author

Kush Shah

Kush Shah, ASQ Fellow, SSMBB,Red X Master, DF SSBB, AsQ- CMQ/OE, CSSBB, CQE, CQA, CBA

Kush is globally recognized for his expertise, professionalism and outstanding contributions to the field of quality. He is currently a senior manager, operational excellence with responsibility for coaching and training in continuous improvement methodologies.

You can also view Kush’s profile at LinkedIn.

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