The document discusses different definitions and perspectives of quality. It defines quality as excellence, conforming to specifications, fitness for intended use, and meeting customer expectations. It notes that quality is viewed differently by various business functions like marketing, design, and manufacturing. The key idea is that understanding these different quality perspectives is necessary to create products that truly satisfy customers.

1. Defining Quality
Perfection Fast delivery
Providing a good, usable product
Consistency
Eliminating waste
Doing it right the first time
Delighting or pleasing customers
Total customer service and satisfaction
Compliance with policies and procedures
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2. Formal Definitions of Quality
 Transcendent definition: excellence
 Product-based definition: quantities of
product attributes
 User-based definition: fitness for intended
use
 Value-based definition: quality vs. price
 Manufacturing-based definition:
conformance to specifications
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3. Quality Perspectives
transcendent &
product-based user-based
needs
Marketing
Customer
value-based Design
products
and manufacturing-
services based
Manufacturing
Distribution
Information flow
Product flow
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4. Key Idea
Because individuals in different business
functions speak different “languages,”
the need for different views of what
constitutes quality at different points
inside and outside an organization is
necessary to create products of true
quality that will satisfy customers’ needs.
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5. Customer-Driven Quality
 “Meeting or exceeding customer expectations”
 Customers can be...
 Consumers
 External customers
 Internal customers
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