QUALITY
What is quality?
Formal definition: “degree to which a set of inherent characteristics fulfils requirements”
- Characteristics: Distinguishing features (Physical, sensory, behavioural, temporal, ergonomic, functional)
- Requirements: Needs or expectations that are stated, generally implied or obligatory
In other words: “Are expectations being met?” e.g.
- Product and service requirements
- National, regional and international standards
- Technical regulations
- Market expectations (social, environmental etc)
QUALITY CULTURE
Taken from ISO 9000:2015: “An organization focused on quality promotes a culture that results in the behaviour, attitudes, activities and processes that deliver value through fulfilling the needs and expectations of customers and other relevant interested parties”.
What do we mean by “culture”?
"that complex whole which includes knowledge, belief, art, morals, law, custom and any other capabilities and habits acquired by man as a member of society.”
E.B. Tyler - founder of cultural anthropology