chapter  5
18 Pages

Managing quality

Any discussion of quality starts off by facing an immediate problem – the difficulty of defining exactly what we mean by the term. Two quotations from the quality management literature will make this clear:

This second quotation provides a basis for the definition of quality which we shall be using throughout this chapter:

Two of the leading quality gurus express this idea in different, but similar phrases:

‘fitness for purpose or use’ (Joseph Juran, Quality Control Handbook, McGraw-Hill, 1979)

‘conformance to specification’ (Philip Crosby, Quality is Free, McGraw-Hill, 1979).