Quality is frequently defined as meeting the customer’s requirements the first time and every time. Quality is also defined as conformance to a set of customer requirements that, if met, result in a product that is fit for its intended use.
Quality is much more than the absence of defects, which allows us to meet customer expectations. It requires controlled process improvement, allowing loyalty in organizations. Quality can only be achieved by the continuous improvement of all systems and processes in the organization, not only the production of products and services but also the design, development, service, purchasing, administration, and, indeed, all aspects of the transaction with the customer. All must work together toward the same end.
We at EcomNets believe that Quality can only be seen through the eyes of the customers. An understanding of the customer’s expectations (effectiveness) is the first step; then exceeding those expectations (efficiency) with communications playing a key role.