A Detailed Look at Quality and Its Impact on Today’s Environment
June 11, 2012
Instructor: Ian Finley
What is quality? “Quality itself has been defined as fundamentally relational: ‘Quality is the ongoing process of building and sustaining relationships by assessing, anticipating, and fulfilling stated and implied needs,’ Quality Digest, 2001).”
Even those quality definitions which are not expressly relational have an implicit relational character. Why do we try to do the ...view middle of the document...
d.).” In every characteristic that has any bearing on customer opinions, it is a known fact that being good is not good enough (Key Elements of Quality, n.d.). Pleasing the customer is essential because they can always take their patronage elsewhere (Key Elements of Quality, n.d.).
The second key element is process. Quality necessitates a company looking at things from their customer’s point of view (Key Elements of Quality, n.d.). This basically means that any company should look at their processes as an outsider would, a person on the outside looking in (Key Elements of Quality, n.d.). By understanding what it is that a customer perceives, a company can ascertain exactly what a customer is seeing and feeling (Key Elements of Quality, n.d.). With this knowledge, a company can discover areas where considerable worth and enhancements, from the customer viewpoint, can be applied (Key Elements of Quality, n.d.).
The third key element of quality is the employees. The people that work for companies are what produce the favorable outcomes the company desires (Key Elements of Quality, n.d.). Involving all employees is necessary to any company’s quality methods. Every company should be committed to making available opportunities and incentives for employees to focus their talents and energies on satisfying customers (Key Elements of Quality, n.d.). All employees should be held accountable for quality. Each employee must be involved and motivated so that they, along with the company, can succeed (Key Elements of Quality, n.d.).
The elements of quality are useful in today’s environment because what comes with lack of quality is failure: failure to have great...