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In 1979, Crosby penned Quality Is Free: The Art of Making Quality Certain which preserved the idea of Zero Defects in a Quality Management Maturity Grid, in a 14-step quality improvement program, and in the concept of the "Absolutes of Quality Management". [11]
Crosby's response to this quality crisis was based on the principle of "doing it right the first time" (DIRFT). This approach was structured around four key principles: Definition of quality: Quality is defined as conformance to requirements, with requirements encompassing both product specifications and customer expectations.
The four patterns of static quality as well as dynamic quality account exhaustively for all of ("knife-edged") reality. As the initial (cutting edge) dynamic quality becomes habituated, it turns into static patterns (viz. data, expectations). Pirsig is not proposing a duality: quality is one, "every last bit of it", yet manifests itself ...
In philosophy, a quality is an attribute or a property characteristic of an object. [1] In contemporary philosophy the idea of qualities, and especially how to distinguish certain kinds of qualities from one another, remains controversial.
Quality management ensures that an organization, product, or service consistently functions as intended. It has four main components: quality planning, quality assurance, quality control, and quality improvement. [1] Customers recognize that quality is an important attribute when choosing and purchasing products and services.
Total quality management (TQM) is an organization-wide effort to "install and make a permanent climate where employees continuously improve their ability to provide on-demand products and services that customers will find of particular value."
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Perceived Quality: the quality attributed to a good or service based on indirect measures. Some of the dimensions are mutually reinforcing, although others are not: improvement in one may be secured at the expense of others. Understanding the trade-offs desired by customers among these dimensions can help build a competitive advantage.