Quality Management 2.0 Blog

Quality Management Systems: What is the Definition of "Quality"?

  

 Email Article  

Tweet  

  

The two most frequently used models of quality management systems are the Baldridge National Quality Program Criteria for Performance Excellence, and the ISO 9000:2000 family of quality management system standards.

In our experience in the quality management software industry, we have found that the definition of the word "quality" is subjective. Each individual has their own interpretation, and we have listed a few quality definitions as well as some industry terms below.

Quality, n.

1. The characteristics of a product or service that bear on its ability to satisfy stated or implied needs.
2. A product or service free of deficiencies
3. The degree to which a set of inherent characteristics fulfills requirements
4. Conformance to requirements
5. Fitness for use
6. Meeting the needs and expectations of the customer
7. Superiority to competitors
8. A product or a service possesses quality if it helps somebody and enjoys a good and sustainable market.

Dimensions of Quality:

• Characteristics such as availability, reliability and maintainability
• Quality of design vs. quality of conformance
• Quality assurance and quality control, improvement and planning
• Little q (product or functional quality) vs. Big Q (improvement of all organizational processes)
• Organizational strategy

IBS America provides 9001 software, a ISO 9001 quality management system, and other compliance software.