10 Ways to Describe “Quality”
The term “Quality” is used by organizations of all sizes from a wide spectrum of industries and service groups…many with widely differing cultures, philosophies and management styles.
Although Webster’s Dictionary defines Quality as “how good or bad something is”, there are of course many different interpretations and views of this word…each depending on the user’s perspective.
Here are some interpretations we’ve seen from companies in their attempt to define the term…
- Efficiently providing products & services that meet or exceed customer
- Adding value to the customer.
- Continuously measuring the improvement of processes and services for customers.
- Acting as promised and reporting failures.
- Doing the right thing at the right time in the right way with the right people.
- Ensuring customers come back and products do not.
- Providing the best value to customers by improving everyday activities and processes.
- Beyond delivering what the customer wants when he/she knows the possibilities.
- Delivering customer value across the company through best-in-class products, services and support.
- Meeting and exceeding the expectations of clients, employees and relevant constituencies in the community.
Do you have a favourite? If none of the above really jump out at you, perhaps you’ll like…
Quality – it’s like buying oats. If you want first grade oats, you must pay a fair price. If you want the oats that have been through the horse…that’s another matter!