Quality ..............Excellence of Actions

There are numbers of definitions given by people of quality  and all are correct as per circumstances and time.

Today , quality is not limited to a word , it becomes an essence of business management.  

For me , quality is  a must tool to survive in this competitive world where there are many offerings in a same row.    So , quality of service or products give an edge to the  company above from the rest.

Quality is actually exceeding the customer’s expectations and converting the expectations into reality.  So , quality can be defined as :

Quality = Customer’s expectations or requirements / Customer’s experience with the products/ service.

 Or Quality is a ratio between Customer’s requirements and actual experience with any service or product.  The ratio lower than 1 , resulting the customer delight and ratio greater than 1 , results customer’s dis-satisfaction.  

 Quality starts right from the beginning from understanding the customer’s requirements to converting them into reality to customer’s experience with the products or service.   Every single activity of an entire process can lead to customer’s dis-satisfaction.

 Quality comes from the excellence of actions – every action whether it is small or big – directly or indirectly involved in the process matters. 

 Quality is a culture and it should be developed in every nook and corner of the company to its length and breadth.  All actions are to be aligned in such a manner that output/ result should be the best and customer’s should not be a satisfied customer- it should be Delighted customer.  A delighted customer’s is the key to a company or organization which has  the “KEY”  to open the locks of market.

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