The American Society for Quality defines quality as

The American Society for Quality (ASQ) defines quality as “the totality of features and characteristics of a product or service that bear on its ability to satisfy given needs”.

  • a) Comment on this definition – is there anything you would add or change to improve it?
  • b) Describe two statistical tools or quantitative methods that might be employed to quantify an organization’s ability to meet customer expectations, Be sure to include an explanation of how, specifically, each tool or method enables the accurate assessment of organizational output (product or service).


a. In short, quality comes from meeting customer expectations. This can be generated as a result of four activities:

  1. Understanding customer requirements. Customer is the king in all service sectors. Thus collecting the need from customers, incorporating all the positive requirements in the product or services, and delivering it with standard practices needs a high-level commitment.
  2. Designing services and products that satisfy those requirements: The designing phase required collective information from various channels. Experienced service providers take advantage of the learning path and innovative steps to modify the requirement.
  3. Developing processes that have the capability to deliver the service: Capability is a different thing and it should come along with the committed service and service features.
  4. Controlling and managing the process: After delivering there should be a keynote to keep with all service providers. It is a continuous improvement goal. Thus there must be a monitoring measurement to control and to keep the standards of the process involved.
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b. Statistical tools always have a qualitative and quantitative check with the process deviation. Quality is sometimes subjective as well as quantifiable. Some practices and tools are incorporated with statistical analysis to find a balanced equation in the defined process.

Six sigma: It is a structured methodology in order to equip the process with sufficient standards and quality measures. It drives on continuous improvement actions and always makes control over the existing process. It is constant practice and a designated team is assigned for monitoring and controlling activities and all elements of service providers and brings under the coverage of the practice. The keen observation prevents the slight variation in the quality standards.

Pareto charts: Cause and effect are one of the important practices for balancing the quality check and its variations in a process. A process incorporates various changes during many requests and these changes should not hamper the delivery quality at any cost. Any change in process standard has to be rechecked or revalidate with a cause and effect analysis. This brings out possible causes and its solutions