In manufacturing, a measure of excellence or a state of being free from defects, deficiencies and significant variations. It is brought about by strict and consistent commitment to certain standards that achieve uniformity of a product in order to satisfy specific customer or user requirements. ISO 8402-1986 standard defines quality as "the totality of features and characteristics of a product or service that bears its ability to satisfy stated or implied needs." If an automobile company finds a defect in one of their cars and makes a product recall, customer reliability and therefore production will decrease because trust will be lost in the car's quality.
The meaning of quality differs depending upon circumstances and perceptions. For example, quality is a different concept when focusing on tangible products versus the perception of a quality service. The meaning of quality is also time-based or situational
Common Meanings of Quality:
1- Quality is fitness for use:
*Quality means the product or service does what it is intended to do.
*Poor quality of a product or service cost users if it doesn't do what it is supposed to do.
2- Quality is meeting customer expectations:
*Quality is satisfying the customer.
*The customer defines quality.
*The customer perceives the quality of a product or service.
3- Quality is exceeding the customer expectations.
*Quality is the extent to which the customers or users believe the product or service surpasses their needs and expectations.
*Quality is delighting the customer.
4- Quality is superiority to competitors:
*Quality is how a company’s products and services compare to those of competitors or how they compare to those offered by the company in the past.
Quality in business, engineering and manufacturing has a pragmatic interpretation as the non-inferiority or superiority of something; it is also defined as fitness for purpose. Quality is a perceptual, conditional and somewhat subjective...