DEFINITIONS OF QUALITY

SOURCES: Tanmay Vora, Quality as Excellence, Quality? Excellence? What?

2016 Siemens Product Lifecycle Management Software

Inc.

QUALITY AS EXCELLENCEDefining QUALITY as the characteristic in a product

or service is an ELUSIVE yet appropriate definition in some cases.

Quality is generally extrinsic. Excellence is always intrinsic.

So, how are they related?

QUALITY AS EXCELLENCE

Quality is a route to ExcellenceGetting people to exercise their

choice of delivering excellence is #1 leadership challenge.

Excellence is a Moving Target

QUALITY AS EXCELLENCE

Pursuing excellence is a worthy goal.

QUALITY AS CONFORMANCE TO SPECIFICATION

“Conformance to Requirements” “Conformance to Specification”

QUALITY AS CONFORMANCE TO SPECIFICATION

Manufacturing Quality is Conformance to Specifications.

QUALITY AS CONFORMANCE TO SPECIFICATION

Assuring manufacturing quality entails three principal functions:

Quality Design and Engineering Quality Control

Quality Management

QUALITY AS FITNESS FOR USE

FITNESS CONCEPTIt requires that the design of the product be

appropriate for the conditions and purpose of the user.

Fitness for intended use is more accurate way to

measure quality.

QUALITY AS VALUE FOR PRICE

ARMAND FEIGENBAUMOur desire for conformance to a requirement is price sensitive.

This definition is user specific.

QUALITY-RELATED PRODUCT

CHARACTERISTICS

QUALITY-RELATED PRODUCT CHARACTERISTICS

DURABILITYSERVICEABILITY

QUALITY-RELATED SERVICE

CHARACTERISTICS

QUALITY-RELATED SERVICE CHARACTERISTICS

RELIABILITYTANGIBLE

RESPONSIVENESS ASSURANCE

EMPATHY