What are the two views of quality?
The concept of quality is multifaceted and can be viewed from various perspectives. In the realm of business and product development, there are two primary views of quality that often shape the strategies and practices of organizations. These views are the traditional view and the modern view, each emphasizing different aspects of quality and its importance in achieving customer satisfaction and organizational success.
The traditional view of quality, often associated with the work of W. Edwards Deming, focuses on the concept of conformance to specifications. This perspective suggests that quality is achieved by ensuring that products or services meet the established standards and requirements. In this view, quality is primarily a function of the manufacturing process, with the goal of minimizing defects and variations. The traditional approach to quality is often characterized by a strong emphasis on statistical process control, where data and statistical tools are used to monitor and improve the production process. This view assumes that if the process is under control, the output will be of high quality.
On the other hand, the modern view of quality, influenced by the work of Joseph M. Juran and Philip B. Crosby, emphasizes the importance of customer satisfaction and the role of the entire organization in achieving quality. This perspective is often referred to as the total quality management (TQM) approach. The modern view of quality recognizes that quality is not just about meeting specifications but also about exceeding customer expectations and creating value for the customer. It emphasizes the involvement of all employees in the quality improvement process and the continuous pursuit of excellence. The modern approach to quality is characterized by a focus on customer feedback, process improvement, and employee empowerment.
In conclusion, the two views of quality, the traditional and the modern, represent different perspectives on how to achieve and maintain high-quality products and services. While the traditional view emphasizes conformance to specifications and process control, the modern view emphasizes customer satisfaction and the involvement of the entire organization. Both views have their merits and are often used in combination to achieve a comprehensive approach to quality management.
