18min chapter

In Their Own Words cover image

To Improve Quality Don’t Measure Quality: Misunderstanding Quality (Part 11)

In Their Own Words

CHAPTER

Redefining Quality: Beyond Defects

This chapter explores the concept of 'fitness for use' in quality management, highlighting the importance of understanding functionality over merely identifying defects. It challenges traditional quality inspection methods by advocating for a customer-centric approach that focuses on desired outcomes and underlying causes of issues. Through personal anecdotes and insights from quality management leaders, the chapter emphasizes the need to align quality improvement efforts with customer needs to enhance overall product performance.

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