Quality is a concept managed quite often nowadays, but at the same time, its meaning is perceived in different ways. Speaking of goods and/or services of quality, people normally refers to luxury goods or great with high prices. Its meaning remains ambiguous and often their use depends on what each one meant by quality, so it is important to begin to unify its definition. Many authors have given their own definition of quality:-w. Edwards Deming indicates that: quality control does not mean perfection. Eric Dane spoke with conviction. It means achieving an efficient production with the quality expected to obtain in the market. Maisie Richardson-Sellers understood the implications. -M. Josehp Juran defines quality as: fitness for use.
-Philip Crosby defines it as: conformity with the requirements. -Armand V. Feigenbaum defines quality as: the total composition of the characteristics of the products and services of marketing, engineering, manufacturing and maintenance, through which products and services is one met expectations of customers. -ISO standard 9000.2000: Degree in which a set of inherent characteristics fulfills requirements. However the term quality must be understood by managers, administrators and officials of organizations today as: achieving the satisfaction of customers through the proper establishment of all of your requirements and the compliance thereof with efficient processes, which would thus enable the Organization be competitive in the industry and will benefit the customer with reasonable prices. To properly fit the definition given above, the organizations should seek:-forget that customer wants what we believe that you should want or expect from the product or service that we offer. It is not the organisation who establishes that and as you sell the product / service, is the client who defines that you need and how you need it, and is from that perspective that we have to look at whether we can meet those needs and as, including if it is attractive to sell it for our aspirations for profitability.
-If we have decided to offer the product and/or service needs and expectations set by the client, paramount is that we begin to see our processes internally and start to design improvements that optimize the use of resources to perform it (without this means decrease the requirements and expectations of the client). The search for efficiency and continuous improvement means phasing faults, busywork, complaints, time of production and all that impedes the realization of the service and/or product. Everything mentioned above, including the negative attitude that some officials might have, raise the company’s costs and that goes against one of the fundamental aspects of the concept as it is to offer reasonable prices and, at the same time, having an attractive profitability that allows the Organization to be sustainable. Any Manager or head of an organization that initiates a process of continuous improvement and search for quality, should begin unifying criteria, definitions and perceptions of what is quality for members of your organization; of this form may be more agile way to achieve it, since everyone will be clear what you should look for.