Quality – just what is it?

Before we begin the dissection of the intent and content of ISO9001, it’s appropriate to understand some basics which underpin the reason for the International Standard being in existence. Since ISO9000 has in its title the word “quality,” a good definition of “quality” is important to understand the context of a quality management system. It is a concept which can, for some, be slippery to grasp.

There are all manner of definitions or descriptions of “quality” – some conceptual, some esoteric, and some reasonably accurate. Definitions include: “Doing it right first time,” or “Selling products which don’t come back, to customers who do.” However, for the purposes of understanding the ...

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