Understanding Quality: Concepts, Principles, and History

Introduction to Quality

Quality Concept

Intuitively, we can associate quality with a job well done, but there are more accurate definitions of quality.

The dictionary of the RAE defines quality as the set of qualities that define a person or thing.

From a policy perspective, the UNE-EN-ISO 9000:2000 defines quality as the extent to which a set of inherent characteristics fulfill the stated needs.

However, the definitions that illustrate the meaning of quality more precisely come from specialists in the field.

In the words of Joseph M. Juran, quality is the suitability or fitness for use.

Similarly, A. Feigenbaum believes that the goal of quality is meeting customer expectations.

Finally, we could adopt the proposal of the European Organization for Quality Control (EOQC), which states that the quality of a product or service represents the degree to which customer requirements are met.

Principles of Quality

Several characteristics are associated with quality principles:

• Satisfaction of customer needs and expectations
• Minimum associated cost
• Continuous improvement as a method
• Applicability to all processes
• Necessary involvement and participation of all people in the organization

From the above, we can deduce that the quality of a product must be designed to meet customer expectations or needs.

Quality Throughout History

Although the concept of quality is mainly from the twentieth century, there is some historical background to review.

We can assume that the concept of quality is closely related to the evolution of man. In primitive societies, the main human activity was gathering food. We can identify a rudimentary notion of quality associated with the production of the first useful tools.

Then came the diversification of activities, leading to the craft.

The craftsmen were responsible for inventing and building objects and devices that fulfilled their intended functions.

The first attempts at collective organization of production quality can be found in the guilds of medieval times, where each guild created its own criteria for the selection of raw materials, manufacturing processes, and the specification of product quality.

The Industrial Revolution

Population growth, associated with increased demand and technological development, led to the industrial revolution. With industrialization, large manufacturing plants emerged, replacing small workshops, and mass production arose. The quality level offered by the artisan was replaced by a standard quality for a lower price.

Moreover, scientific organization of work theories were imposed, based on techniques used to increase productivity.

The Evolution of the Concept After World War II

An important quantitative and qualitative change in industrial development occurred after World War II. This led to the appearance of new quality processes. In all these developments in terms of quality, Japan has held a very significant leadership role.

After the war, Japan had to face the challenge of rebuilding the country, and the quality of their products was considered fundamental.

The Need for Standardization

As techniques, methods, and procedures of quality increased, the need for a reference pattern arose to unify, simplify, and specify the way of doing things. Thus, rules were created. With these rules, materials, test methods, products, and manufacturing processes were standardized.

Subsequently, international organizations began to appear whose mission was to develop new standards or verify existing ones.

Total Quality

Total Quality is defined as a philosophy, culture, strategy, or management style of a company whereby everyone studies, practices, participates in, and promotes continuous quality improvement.

This concept is a business management philosophy that strives for excellence in results. The primary objective of this management is product or service quality and customer satisfaction, all from a process of continuous improvement.