The New Definition of Quality


Harry, Mikel   (2000, ASQ)   Six Sigma Academy, Scottsdale, AZ

Service Quality Conference, Scottsdale, AZ    Vol. 9    No. 0
QICID: 18860    September 2000    pp. 1-33
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Article Abstract

Jointly with the 7th Asia Pacific Quality Organization Conference: SQD paper

This paper consists of reproductions of articles by the author appearing in Quality Progress magazine, January - July 2000. A focus on quality has prompted much improvement in industry, the impact on profitability has too often been cloudy. A better understanding and more accurate definition of quality is appropriate for the current business environment. Based on actual practice and experience of companies practicing Six Sigma methods, quality may be defined as "as state in which value entitlement is realized for the customer and provider in every aspect of the business relationship." This definition is holistic and multidimensional rather than compartmentalized and accounts for the interacting roles of all systems, processes, and operations involved in a business. It reflects both the customer's and the producer's needs and expectations for the utility, availability, and worth of the product or service. Quality systems must shift focus from utility and availability to appreciate the product's critical-to-value characteristics, those closely bound to worth, reflecting the product's intellectual, emotional, and economic value to a customer. Six Sigma expands the notion of quality from conforming to standards to include a broader range of dynamic factors in a business relationship where both the customer and provider expect quality.


Customer expectation,Customer satisfaction (CS),Six Sigma,Quality philosophy,Quality improvement (QI)

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