ABSTRACT
This chapter explores approaches an organization can take to improve product quality. The product-based approach views quality as a precise measurement. Under the manufacturing-based approach, quality products conform to requirements. In the user-based approach, quality products satisfy user needs, as determined by a fitness-for-use assessment. Gerald M. Weinberg suggests quality is a subjective and context-specific idea that it is different for a particular product, person, and point in time. While introducing quality process controls helped achieve consistency in how NewStuff Corporation developed products, the management team discovers that some controls are more hindrance than help. Active communication, collaboration, and a high-quality work ethic are the standard at NewStuff. While employees are happy spending time on fun and value-adding activities, management is happy about reduced costs, higher quality releases, and improved time to market. Though fictional, NewStuff Corporation’s journey to improve product quality and reduce costs has happened in many companies, perhaps their own.
