What is Quality?
Quality is a measure of how good something is. The specific factors that contribute to quality vary from product to product based on the need it serves. For example, a kitchen knife may be considered quality if it is durable, stays sharp, and is made of materials that are aesthetically pleasing, rare, or desirable. Defects detract from quality, but being free of defects does not make something quality on its own.
Quality is a subjective measure because it is based on perception. Quality is also a relative measure because we must have a standard on which to base our perception. This makes quality quite difficult to measure and infers that the general perception of quality can change, and will generally decline, even though a product or service remains the same.
Why Is Quality Important?
People are driven by the desire to meet their needs. Since quality is a measure of how well a thing meets a person’s needs, the higher quality a product is, the more likely people are to purchase it if all other factors are equal. However, it is important to note the distinction of quality from value. Value is the ratio of price to quality. When money is scarce or a significant consideration, people will often go for the best value, but when money is in abundance or the price is not a factor, people will select the product or service that they perceive as the best quality.
Quality is also a foundational element of high-performance organizations. Quality issues become more expensive and time-consuming to fix the longer they exist. If left unchecked, they can start a self-reinforcing, downward spiral that will destroy productivity and morale.
How Do You Create Quality?
The level of quality that is produced is directly dependent on the goals you set and the system you build. If you want to produce quality, you must have:
- Clear and measurable goals
- People who are engaged and committed to achieving those goals
- Strong processes that are repeatable but also have a heavy focus on continuous improvement
If you consistently have all of these elements, it is likely that you will produce high-quality goods or services. If you lack any of these elements, it is likely that quality will suffer along with productivity, morale, and your target results such as profits, social purpose.