Chapter One, what is the importance of quality? In this chapter, you will learn what is the importance of quality? What are the different definitions of quality? Imagine how unsafe the world would be if the doctor starts handling you, rather than curing you. Just like how a doctor cures the patient rather than handling the patient. We solve problems for our customers more than just handling them.

Quality is more than just being a matrix or HR. It is the very purpose of the existence of an organization for a cause Customer quality means resolution of his problems getting service on time and getting solution correct at the first time. Let us now understand the different definitions of quality. Joseph m Duran, one of the influential quality gurus, defined quality as fitness for use those product features which meet the needs of customers and thereby provide product satisfaction. It is all about freedom from deficiencies. Doctor Dr. W. Edwards Deming promoted the Shu heart cycle that is land, do, check, act.

According to him, quality is defined from the customer's point of view as anything that enhances their satisfaction. American Society for Quality defines quality as the totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs. Simply stated, quality comes from meeting customer expectations. This a good As a result of four activities, understanding customer requirements, designing products and services that satisfy those requirements, developing processes that are capable of producing those products and services, controlling and managing those processes, so they consistently deliver to their capabilities. Summary in this chapter, you will learn the importance of quality for every customer and the different definitions of quality