Different perspectives of quality Sample Clauses

Different perspectives of quality. Today, there are many different perspectives defining the concept of quality. This chapter will reveal some of those. Quality in general and perspectives on quality can’t be defined or described like in mathematics. There are not precise formulas for describing perspec- tives though formulas are used to analyse data for measuring quality. Perspectives on quality are a lot dependent on company’s or consumers position on market. They have different ‘modified‘opinion on which perspective is determinative on that particular mo- ment. However, there are widely recognised perspectives by famous authors. In outline, those perspectives have similar content. Currently, many authors and studies approach quality from the customers point of view. That is of course understandable because at the end, customer is the one deciding the product or service success on the market. Like Oakland (2000) writes: focus is on the customer: meeting and exceeding customer’s needs. Of course, the ways on how to sat- isfy customer depends on industry and customer. On the other hand, companies are in continuous comparison on relation between qual- ity and product. Sales are lot dependent on characteristics of product. From that point of view good quality costs more. In turn, product defects have impact on costs because of scrap in production and final user errors. So, at the end one can argue that better quality cost less. This is dilemma which companies are trying to manage. Actually, Xxxxx (1992) presented that there is no consensus in respect with what quality means, it is impossible task to combine these two perspectives in to one framework of unique defi- nition. However, Xxxxx (1992) identifies several features preferred by companies to de- fine quality in respect of satisfying customer requirements: • characteristics • performance • competing capability • dependability • quick responselack of errors • conformity with standards and procedures. (Xxxxx 1992) All above features goes under Jurans expression of quality: Fitness of purpose or use (Xxxxx, 1980). In a sense, that all these features need to be in correct relation in respect of customer requirements and producer interests. Like said earlier, quality and perspectives of it is not simple task to determine because lack of structure and controversy. There are some great authors that have managed to define perspectives on quality in a way that companies use those in setting quality ob- jectives. Xxxxxx (1988) defined perspecti...
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