Quantitative Analysis for Management, 13/e

15.1 Defining Quality and TQM

To some people, a high-quality product is one that is stronger, will last longer, is built heavier, and is, in general, more durable than other products. In some cases, this is a good definition of a quality product—but not always. A good circuit breaker, for example, is not one that lasts longer during periods of high current or voltage. So the quality of a product or service is the degree to which the product or service meets specifications. Increasingly, definitions of quality include an added emphasis on meeting the customer’s needs. As you can see in Table 15.1, the first and second definitions are similar to ours.

The quality of a product or service is the degree to which the product or service meets specifications. ...