Quality is the degree to which your company or organization provides its goods or services to its customers safely, effectively, and efficiently while maintaining costs.
Quality Improvement is a systematic approach using specific methods to improve quality while achieving successful and sustained improvement.
Each company or business will determine what quality means to them as defined by their customers. It is important to understand what quality means to your company but more importantly to define what quality is to your customers. Your customers drive the requirements of your products, processes, and services.
Quality may come in several dimensions for a product or service and here are some examples of what quality may mean from the customer. Everyone defines quality differently when they are the customer. What one person sees as a quality product another may see as unacceptable.
Basic premises used in improvement framework.
• Always seek to detect and correct deviations and errors.
• Small continuous improvement presents better results than random larger improvements.
• Never use unsupported arbitrary objectives that cannot be supported quantitatively or qualitatively by measure.
• Never make employees feel fearful to make mistakes or disclose information it impedes effectiveness.
• Institute a vigorous education and self-improvement program.
• Create a structure in top management to accomplish transformation.
• Every department should measure their quality.