As new award possibilities arise, organizations become challenged to operate at increasingly improving quality levels in order to beat out competing companies. Such awards include the well-known Deming and Baldrige awards. As more and more corporations are competing to be the leader in the quality field, quality standards consequently rise. Service, product, process, and organization quality operations associated with a company are enhanced and overall enhanced quality is presented to the end consumer. Quality, according to The American Society for Quality, is “the totality of features and characteristics that satisfy needs without deficiencies” (Russell 55). To more simply define quality, it is the ability for a product or service to fulfill both the customer’s needs and expectations (Sanders 138). If the product or service fulfills consumer expectations, it is safe to assume that the customer will be pleased and consider that product or service of acceptable or even high quality. However, if the consumer’s expectations and needs are not met, the product or service will be associated with other low quality products or services.
Quality does, in fact, have specific parameters, which vary from product to product (Sanders 138). If we use an electronic, such as an iPod, for instance, quality characteristics include aspects such as performance, appearance, and relative simplicity of use, whereas quality of food products include nutrition, taste, texture, smell, and shelf life (UNIDO 1). There are two perspectives to take into account in terms of quality: that of the consumer and the producer. The consumer perspective, which is significantly more important, focuses primarily on fitness for use – or how well a product or service does...
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This is first and important step to any organization is maintaining good quality which meets the needs and expectations of consumers. A good service with an excellent quality is the critical factor and continuous monitory effort to a business successful.
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Quality is an important part of any business rather from a customer’s perspective or a producer’s perspective. Quality from a customer’s perspective is they “want value and quality has become a major factor in the value of products and service” (Russell & Taylor, 2013, pg. 53). “The customer is the most important part of the production line” (Russell & Taylor, 2013, pg. 53). This can be referred to as quality of design meaning “involves designing quality characteristics into a product or service” (Russell & Taylor, 2013, pg. 54). Now let’s look at the quality from a producer’s perspective. This can be referred to a quality of conformance meaning “making sure the product or service is produced according to design” (Russell & Taylor, 2013,
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Today’s organizations are faced with increasing levels of global competition, customer’s demanding value for their money and high stakeholders expectations on investment returns. Gattorna (2003), notes that firms are now pursuing supply chain management as a strategy to competitive advantage. Firms in a supply chain relate, transact, and partner on different levels; from product design and development to product delivery. Through supply chain management a firm pursues value creation through timely product delivery, cost management, inventory control and customer service (Beamon, 1999).They do so individually or through synergies formed with other organizations to increase customer service
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