Quality is defined by met requirements, not beauty and perfection. Quality can be conceptualized across three levels, encompassing:
- Personal
- Products and services
- Institutional
Quality management is a systematic way of ensuring that products and services meet or exceed customer expectations. It involves continuous improvement of processes, products and services to increase customer satisfaction and achieve organizational goals.
Quality control, process and system-based quality management focuses on ensuring that products and services meet or exceed customer expectations through effective control of processes and systems.
Components of service quality:
- RELIABIITY
- RESPONSIVENESS
- ASSURANCE AND COMPETENCE
- TANGIBLES
- EMPATHY
The Blind Men and the Elephant story serves as a metaphor for the complexity of quality management, highlighting the need for organizations to gather diverse perspectives, integrate multiple sources of information, and take a holistic approach to understanding and improving quality across all aspects of their products and services.
