Quality

Quality is the ability of a product or service to reliably do what it's supposed to do and to satisfy customer expectations.

Definition

According to Management by Robbins and Coulter (14th edition),

Quality. The ability of a product or service to reliably do what it's supposed to do and to satisfy customer expectations.

According to Marketing Management by Keller and Kotler (15th edition),

Quality. The totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs.

Main concepts

• Acceptance sampling.
• Aesthetics.
• After-sale service.
• Assurance.
• Common cause variation.
• Concurrent engineering.
• Conformance.
• Contingency theory.
• Core processes.
• Core values.
• Customer relationship management (CRM).
• Define, measure, analyze, improve, and control (DMAIC).
• Design of experiments (DOE).
• Downstream.
• Durability.
• Electronic data interchange (EDI).
• Empathy.
• Employee empowerment.
• Features.
• Inbound logistics.
• Global sourcing.
• ISO 9000.
• Job analysis.
• Law of diminishing marginal returns.
• Life testing.
• Mission.
• Organic organization.
• Organizational design.
• Outbound logistics.
• Perceived quality.
• Performance.
• Product design engineering.
• Quality assurance.
• Quality control.
• Quality dimensions.
• Quality management.
• Redundancy.
• Reliability.
• Responsiveness.
• Selection.
• Service reliability.
• Serviceability.
• Six Sigma.
• Special cause variation.
• Statistical process control (SPC).
• Strategy.
• Supplier development.
• Supplier filters.
• Supplier qualification.
• Supply chain.
• Systems view.
• Tangibles.
• 360-degree evaluation.
• Three spheres of quality.
• Upstream.
• Value-added.
• Value stream mapping.