This document defines quality and performance excellence. It provides definitions from managers of 86 firms for quality, including perfection, consistency, eliminating waste, and delighting customers. The American National Standard Institute and American Society for Quality define quality as the total features and characteristics of a product or service that enable it to meet needs. To succeed against competition, organizations must exceed, rather than just meet, customer expectations. Performance excellence is delivering improving value to customers through an integrated organizational approach that contributes to sustainability, effectiveness, and learning.

1. QUALITY AND
PERFORMANCE
EXCELLENCE
Group 1

2. QUALITY AND PERFORMANCE
EXCELLENCE
SUPERIORITY OR
EXCELLENCE OF A PRODUCT
OR SERVICES
LACK OF MANUFACTURING
OR SERVICES DEFECTS
PRODUCT FEATURES OR
PRICE

3. A study that asked managers of 86 firms in the
eastern United States to define quality produced
several dozen different responses, including:
– Perfection
– Consistency
– Eliminating Waste
– Speed of Delivery
– Compliance with policies and procedures
– Providing a good, usable product
– Doing it right the first time
– Delighting or pleasing customers
– Total customer service and satisfaction

4. QUALITY
The totality of features and characteristics of
a product or service that bears on its ability to satisfy
given needs.
- American National Standard Institute
(ANSI) & American Society for Quality (ASQ)

5. The view of quality as the satisfaction of
customers needs is often called FITNESS FOR
USE. In highly competitive markets, merely
satisfying customer needs will not achieve
success. To beat the competition, organizations
often must EXCEED customer expectations.
“MEETING OR EXCEEDING CUSTOMER
EXPECTATION”

6. PERFORMANCE EXCELLENCE
Integrated approach to organizational performance
that results in delivering of ever-improving value to customers
and stakeholders, contributing to organizational sustainability;
improvement of overall organizational effectiveness and
capabilities; and organizational and personal learning.