Quality is the set of properties and characteristics of a product or service that give ability to satisfy needs, tastes and preferences, and comply with consumer expectations. Such properties or characteristics may be referred to the inputs used, design, presentation, aesthetics, conservation, durability, customer service, the service after sales, etc.
Some consumers might prefer some properties or characteristics, while others might prefer others, but sometimes there are certain properties or characteristics that must always be satisfied that a product or service can be considered quality. For example, in a restaurant, by more exquisite to be food, if care is bad or slow, hardly be any consumer to consider restaurant of quality.
In general, we could say that a product or service is quality when first inputs has, has an attractive design, boasts a good presentation, is durable over time, and is accompanied by a good service to the customer, to the extent that it satisfies requirements, tastes and preferences, and meets or exceeds customer expectations.
Types of quality:
Quality is expected: occurs when there are properties and features that consumers give by laying you will find in the products or services. When they find these properties and characteristics, consumers are satisfied, but when they cannot find them, are very dissatisfied.Quality that satisfies: occurs when there are properties and features that consumers requested specifically. When these properties and characteristics are present, consumers are satisfied, but that is not present, remain dissatisfied. The quality meets meets the expectations of the consumer, but without getting to overcome them.Quality delights: occurs when there are properties and features that consumers do not request because they don't know that they may exist, but that when they are present and like, consumers are very satisfied; However, if they cannot find them, they are not dissatisfied. The quality that revels exceeds the expectations of the consumer.Here below a summary of some concepts related to the concept of quality:
Total quality, also known as management of total quality (TQM for its acronym in English), is a philosophy, culture and style of management that involves all members of an organization, which seek to continuously improve the quality not only in the products, but also in all aspects of the company, for example, in workers (such as)(, to be well qualified), inputs (for example, to be first), processes (for example, to avoid waste), in customer service (for example, to provide rapid care).
The philosophy of total quality, also known as philosophy of continuous improvement, is a philosophy that says that the quality you must "breathe", and that call always improvements on a continuous and gradual by all members of the organization. The philosophy of total quality derives from the Japanese term Kaisen meaning "continuous improvement".
Group 6 to 12 workers who voluntarily meet regularly during working hours to discuss problems affecting their common tasks, identifying its causes, and propose solutions to the management.
Set of managerial activities related to the quality, quality planning, quality policy, the establishment of standards or quality standards, the election of Heads of ensuring or control the quality, the implementation of quality systems, the establishment of quality control, among other measures.
Set of actions that are intended to ensure or warrant that the product or service meets certain specifications or quality requirements (and thereby prevent then to discover bugs that they then have to be corrected), as well as ensure or guarantee the fulfillment of standards or quality standards.
Set of actions or measures that are intended to verify verify that the product or service has met certain specifications or requirements for quality, as well as check or verify that it has complied with standards or quality standards previously established.
Set of rules and standards that help an organization management, assurance and quality control. The ISO 9000 family is essentially composed of three standards: the standard ISO 9000 is a quality dictionary that defines terms of ISO vocabulary, the ISO 9001 standard that is responsible for certifying the quality of the products, services and processes of a company, and the norm ISO 9004 that provides companies a series of guidelines of quality for the improvement of its processes.
International standard of quality that guarantees the quality of the products, services and processes of a company. As we say obtain the certification ISO 9001 takes about six months depending on the size of the company, and has a validity time for three years, which includes biannual or annual follow-ups by the certification.
Tags: Concepts, business, production management
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