Quality Definitions

Question 1

Noriaki Kano’s definition of quality: Expected

Answer 1

Also known as ‘dissatisfiers’, this level describes what customers say they want. This level is expected and does not increase satisfaction if present.

Example: Meeting basic requirements

Question 2

Noriaki Kano’s definition of quality: Desired

Answer 2

Also known as ‘Satisfier’s’, this level of quality may not be expected, but would be nice to have. This level can add to the customers satisfaction.

Example: Unexpected features that enhance satisfaction

Question 3

Noriaki Kano’s definition of quality: Excited

Answer 3

Also known as ‘Delighters/exciters’, this level of quality is beyond what is expected or desired. If present, this level dramatically increases satisfaction, but you will not lose the customer if it is not present.

Example: Surprising features that ‘wow’ the customer

Question 4

Crosby’s definition of quality

Answer 4

‘Do it right the first time’, this definition is conformance to requirements (Form, fit, function)

Example: Error-free production

Question 5

Deming’s definition of quality

Answer 5

Meeting customer needs and wants which change over time. Continuous improvement/reevaluation which in turn demonstrates cost savings.

Example: Adapting to evolving customer preferences

Question 6

Juran’s definition of quality

Answer 6

Fitness for use.
Degree to which product conforms to design.
Availability, reliability and maintainability

Example: Product usability and reliability

Question 7

Describe and distinguish between the common definitions of quality.

Answer 7

Technical Usage:
(1) the characteristics of a product or service that bear on its ability to satisfy stated or implied needs,
(2) a product or service free of deficiencies
Quality Conformance:
Fit for use, meeting expectations, reliability, maintainability and more.

In technical usage

Question 8

Define a quality plan, describe its purpose and objectives to achieve the quality mission or policy.

Answer 8

A quality plan is documented information that provides activities or methods to achieve objectives and meet specified requirements

Question 9

Identify the various functional areas and people having responsibility for contributing to its development.

Answer 9

Responsibility for contributing to the development of a quality plan will vary depending on the plan and impacted areas