The role of quality

Quality is a term used to signify excellence of a product or service. We think of a quality product, for example a B.M.W. motorcar. We know its well designed, well built and will therefore last a long time. If we think of car of being low quality, we think of something like a base model type of Citroen or Peugeot, with its flimsy panels, cheap components and low specifications. Juran described quality as "…

…service quality. Operate the simple procedures necessary for the achievement of a quality performance. Critically and continually examine all processes to remove non-productive activities and waste. Establish the improvement required and develop measures of performance. Understand fully and in detail its competition, and develop an effective competitive strategy. Develop the team approach to problem solving. Develop procedures for communication and acknowledgement of good work. Review continually the processes to develop the strategy for never-ending improvement.