The meaning of quality differs
depending upon the purpose and for whom you are talking. Different people
interpret quality differently. Few can define quality in measurable terms that
can be operationalised. When asked what differentiate their product or service,
the banker will answer “service,” health care people will answer “quality
health care,” the hotel restaurant employee will answer “customer
satisfaction,” and the manufacturer will simply answer “quality product.” When
pressed to provide a specific definition and measurement, few can do so.
There is an old proverb in management
that says, “If you can’t measure it, you can’t manage it,” and so it is with quality. If strategic management systems and the
competitive advantage are to be based on quality, every member of the
organization should be clear about this concept, definition, and measurement as
it applies to his or her job. Quality gurus are defining quality as
transcendent, product based, user based, manufacturing based, and value based.
Let’s discuss each of them.
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