ABSTRACT
The ISO 9000:2005 (2005) standard defines quality as the “degree to which a set of inherent characteristics fulfills requirements.” Quality experts such as Ishikawa, Juran, Feigenbaum, and Crosby offer other definitions. Ishikawa (1985) defines quality as “satisfying the requirements of customers” and Juran (1988) considers quality to be “fitness for use.” Crosby (1980) considers quality to be “conformance to requirements.” Feigenbaum (1983) refers to quality as “the total composite product and service characteristics of marketing, engineering, manufacturing, and maintenance through which the product and service in use will meet the expectations of the customer.” Quality is meeting both product or service specifications and customer expectations, and this can be achieved by applying quality management, quality assurance, and quality control.
