Definitions of Quality

• Webster - "That which makes something what it is; characteristic element; basic nature, kind; the degree of excellence of a thing; excellence, superiority."
• ANSI/ASQC - "The totality of features and characteristics of a product or service that bears on its ability to satisfy given needs."

David Garvin - "What does product quality really mean?"
Sloan Management Review, 26,1, 1984
Five Definitions of Quality

Transcendent Definition

"Quality is neither mind nor matter, but a third entity independent of the two... even though Quality cannot be defined, you know what it is." R.M. Pirsig, Zen and the Art of Motorcycle Maintenance.

Product-Based Definition:

"Differences in quality amount to differences in the quantity of some desired ingredient or attribute." L. Abbott, Quality and Competition.

User-Based Definition

"Quality consists of the capacity to satisfy wants." C.D. Edwards, Quality Progress, October, 1968.

"Quality is the degree to which a specific product satisfies the wants of a specific customer." H.L. Gilmore, Quality Progress, June, 1974.

"Quality is any aspect of a product...which influences the demand curve." American Economic Review, Dortman and Steiner, 1962.

"In the final analysis of the marketplace, the quality of a product depends on how well it fits patterns of customer preference." Kuehn and Day, Harvard Business Review, 1962.

"Quality is fitness for use." J.M. Juran.

Manufacturing-Based Definition

"Quality means conformance to requirements." Phil Crosby, Quality is Free.

"Quality is the degree to which a specified product conforms to a design or specification." H.L. Gilmore, ibid.

Value-Based Definition

"Quality is the degree of excellence at an acceptable price and the control of variability at an acceptable cost." Broh, Managing Quality, 1982

"Quality means best for certain customer conditions. These conditions are (a) the actual use and (b) the selling price of the product." A. Feigenbaum, Total Quality Control.

Eight Dimensions of Quality - Garvin

• Performance

• Features

• Conformance

• Durability

• Reliability

• Serviceability

• Aesthetics

• Perceived Quality

Strategic Implications

• Difficult to compete on all dimensions - will have to make choices

• Choices of competitive dimensions will have strong impact on organization

• Conceptual model for use of definitions:
  -User-based
  -Product-based
  -Manufacturing-based
  -Value-based