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Return to the Quality Library. |
What is quality? Several definitions have been given previously. However, the definition will vary depending on the domain under consideration. The table below lists several different areas in our society and indicates some things that might be considered to be related to quality in each.
| AREA | EXAMPLES |
|---|---|
| Airlines | On-time, comfortable, low-cost service. |
| Health Care | Correct diagnoses, minimum wait time, lower cost, security. |
| Food Services | Good product, fast delivery, good environment. |
| Postal Service | Fast delivery, correct delivery, cost containment. |
| Academia | Proper preparation for future, on-time knowledge delivery. |
| Consumer Products | Properly made, defect-free, cost effective. |
| Insurance | Payoff on time, reasonable cost. |
| Military | Rapid deployment, decreased wages, no graft. |
| Automotive | Defect-free. |
| Communications | Clearer, faster, cheaper service. |
What is the common denominator of these ten examples? Although the terms used to explain each area vary somewhat, almost all areas can be explained in terms of four basic parameters: cost, time, customer satisfaction, and defects (in health care this would translate into clinical outcomes, both short times and long term functional status). It is easy to see that some of these parameters are more important in some areas than in others. For example, in health care it is vitally important that defects be minimized. In all cases, the bottom line is customer satisfaction. If you take an airline flight that is on-time, inexpensive, and there are no defects, you are satisfied!