So, what is QUALITY anyway?...

Many people have labored over this question, and offered all sorts of definitions, mostly dry, technical definitions. I'd like to present quality as a core aspect of an organisation's being.

I see 'quality" as

"a stakeholder perception of how well the organisation is managed, and the effectiveness of how this is translated into the products and services offered to the marketplace".

Think about it.

Stakeholder is the old name for anyone with an interest in what the organisation is doing (also known as "interested party"). Customers have a different definition of quality to employees, who would have a different definition to the community. All are interested parties.

perception. Quality can be a cut and dried technical outcome, but is increasingly, and dare I say more importantly, a perception of whether the item or service satisfies the needs of the stakeholder (eg I don't care if it's the right measurement or not. Does it do the job?)

how well the organisation is managed. As the customer/stakeholder, do I have confidence that Your management has the skills and resources to give me the right outcome, for the life of our business relationship?

effectiveness of how this is translated into the products and services. Does Your system of management work 100% of the time to ensure that I always get the result I negotiated with you?

offered to the marketplace. I recognise that purchasing from you is a choice. I can go elsewhere. Anytime I like.