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What Is The Definition Of Quality?


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#1 mgourley

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Posted 29 August 2015 - 06:14 PM

I propose the McDonald's hamburger.

 

No matter where you go, it will always be the same.

 

Whether it's a "good" or "bad" hamburger it irrelevant.

 

Quality is "sameness"

 

Anyone disagree?

 

Marshall


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#2 Charles.C

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Posted 30 August 2015 - 07:35 AM

I propose the McDonald's hamburger.

 

No matter where you go, it will always be the same.

 

Whether it's a "good" or "bad" hamburger it irrelevant.

 

Quality is "sameness"

 

Anyone disagree?

 

Marshall

 

I think you are stating that within the food genre, a Big Mac is the epitome/Cordon Bleu of Quality ?

 

Fair enough.

 

Truffle-lovers might disagree though. :smile: And herbivores.


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#3 dv8dawn

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Posted 30 August 2015 - 07:57 AM

For me..its fitness for use... :shades:


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#4 Charles.C

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Posted 31 August 2015 - 11:43 AM

Hi Marshall,

 

There is an interesting collection of thoughts on "Quality" in this ageing thread -

 

http://www.ifsqn.com...ion-of-quality/

 

But, afai can see, your current suggestion is original. :clap:

 

And perhaps more to come ?


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#5 Tony-C

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Posted 31 August 2015 - 11:51 AM

Hi Marshall,

 

The MD hamburger is consistent.

 

I believe it is also quality as it conforms to requirements in terms of how good it is for the price the customer pays. If it wasn't then MD wouldn't be a successful business.

 

Regards,

 

Tony


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#6 Simon

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Posted 31 August 2015 - 02:10 PM

Hi Marshall,

 

The MD hamburger is consistent.

 

I believe it is also quality as it conforms to requirements in terms of how good it is for the price the customer pays. If it wasn't then MD wouldn't be a successful business.

 

Regards,

 

Tony

 

True. For me my perception of quality depends on what I am buying and whether it meets my expectations.  

I know what I'm going to get in MD's and I get it consistently...so quality.

 

To me though for a lot of my purchases service matters as much if not more than the product itself.  Only service can give the customer a nice warm, delighted feeling (or not) and go beyond expectations (or not).  Good service and a smile cost not a lot.  Maybe this is excellence and quality is bog standard, you get what you expect.


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#7 Tamale

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Posted 03 September 2015 - 12:35 PM

Philip Crosby said it best:

 

«Quality is conformance to requirements»

 

Short, simple, easy to apply and always in the customers favor.

 

Tamale


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#8 Tony-C

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Posted 03 September 2015 - 01:05 PM

True. For me my perception of quality depends on what I am buying and whether it meets my expectations.  

I know what I'm going to get in MD's and I get it consistently...so quality.

 

To me though for a lot of my purchases service matters as much if not more than the product itself.  Only service can give the customer a nice warm, delighted feeling (or not) and go beyond expectations (or not).  Good service and a smile cost not a lot.  Maybe this is excellence and quality is bog standard, you get what you expect.

 

I was referring specifically to the product, you are referring to the experience as an entity and that is important. If I don't get an acceptable level of service I don't go back even if I liked the product.

 

Obviously service expectations are different at MD (serve it fresh and quick) compared to if I go out to a restaurant for a special occasion.

 

Regards,

 

Tony


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#9 prady2581

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Posted 13 October 2015 - 02:23 PM

All seems to correct as finally it is the extent to which it has met expectations. Be in goods or service.

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#10 RMAV

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Posted 13 October 2015 - 03:39 PM

Agreed upon attributes for an agreed upon price.


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#11 Tony-C

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Posted 13 October 2015 - 03:54 PM

Agreed upon attributes for an agreed upon price.

 

I like that, perhaps compliance with or exceeding expectations for 'An agreed price, product and attributes'.


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#12 Charles.C

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Posted 13 October 2015 - 04:22 PM

I noticed this comment in a publication -
 

 

During research we found four working definitions of ‘food quality’. Each of the four users would think they were precisely defining the term and all four would be mistaken. A food manufacturer defined quality as ‘consistent processing and attributes’; a food standards manager cited ‘adherence to a specification’; a public health professional cited ‘no danger to human health’; and a consumer stated ‘premium product’. All are right and all are wrong. The key is clearly defining the term and the scope of the project.

 


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#13 Simon

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Posted 13 October 2015 - 05:12 PM

The original question is 'what is the definition of quality?' and service is part of that for me.

 

Ultimately it's the customers requirements and their perception and expectation of quality that matters.  As a supplier we need to understand customer needs and aim to meet and where possible (and where it adds value) to exceed their expectations.

 

Though we are all different in the case of Mcdonalds most of their customers want a quick, cheap, tasty burger and broadly they are very good at delivering just that very consistently. I never come out of Mcdonalds thinking wow!  But I never go in expecting wow!, so that's fine.

 

Regards,

Simon


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#14 Tony-C

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Posted 13 October 2015 - 05:25 PM

I noticed this comment in a publication -
 

 

I agree with the consumer as a consumer but I disagree with the public health professional (knowing that something can be safe to eat but inedible).

 

I think that the concept of 'quality' is a perception but if you measure it in the right way will lead you in the right direction which is why a focus on performance has increased in management standards over the years.

 

Regards,

 

Tony


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#15 Charles.C

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Posted 13 October 2015 - 05:58 PM

Well, if ISO were the arbiter -

 

(1998)

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

http://www.fao.org/d...5e/w7295e03.htm

 

(2011)

Degree to which a set of inherent characteristics fulfils requirements.

http://www.5squality....com/blog/?p=15

 

(Plain English, Current)

Quality

The adjective quality applies to objects and refers to the degree to which a set of inherent characteristics fulfills a set of requirements.
An object is any entity that is either conceivable or perceivable and an inherent characteristic is a feature that exists in an object.

The quality of an object can be determined by comparing a set of inherent characteristics against a set of requirements. If those
characteristics meet all requirements, high or excellent quality is achieved but if those characteristics do not meet all requirements,
a low or poor level of quality is achieved. So the quality of an object depends on a set of characteristics and a set of requirements and
how well the former complies with the latter.

http://www.praxiom.c...-definition.htm

 

Plus a lot of disagreements, eg –

https://oqrmmodel.wo...ion-of-quality/


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#16 Tony-C

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Posted 13 October 2015 - 06:30 PM

Sometimes as technical people we need to think 'outside the box'

 

As a customer my perception of 'quality' is premium so a Ferrari is but maybe not a Lada for example but in 'techno terms' they may both be 'quality'.

 

Expectation is a key thing when we talk about quality.

 

Regards,

 

Tony


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#17 Simon

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Posted 13 October 2015 - 06:36 PM

Expectation is a key thing when we talk about quality.

 

Regards,

 

Tony

 

and that's why we are all right. :smile:


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#18 iisoandme2015

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Posted 29 February 2016 - 07:25 AM

When it comes to quality of a specific product and service, we have QA and QC. There are many factors affecting its quality. it's a big mistake to certificate quality based on whether it's ISO certificated or not.


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