What is Quality Not?
In our last blog we established two points.
First, that quality matters to every single aspect of our lives, especially in the organizations where we work, the companies that supply our needs and wants, and the government agencies that serve our collective will.
And second, that quality means satisfying an educated customer. When a customer clearly understands the cost of the product, and the benefit received – and agrees – we have achieved quality.
But because “quality” has been used by so many industries in so many ways in the past, it is also important to understand what quality is not.
Quality is not just quality assurance. Quality Assurance is a final check to make sure products meet specifications just before delivery. But quality assurance can be extremely expensive. For example, a final check that rejects 99 products for every 1 delivered to the customer, achieves quality assurance. But the cost of 99 failures for every one success must be paid by someone, and probably the customer. No educated customer will stand for that. Quality Assurance alone will not satisfy customers.
Also, quality is not just quality control. Quality Control checks incoming parts from subcontractors, to make sure their problems do not show up in the prime contractor’s products. Like when an auto manufacturer ensures that bad tail lights from another company do not make their way into cars on the production line. Quality control reduces internal problems, but does not make sure the customer is satisfied with the final product.
So achieving overall quality – especially in complex systems like government, or health, or homeland security, requires much more than just Quality Assurance or Quality Control. Producing satisfied customers who return again and again engages the whole production system.
More about achieving quality and success in your business next time on Quality Matters.
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