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“WHAT IS QUALITY?” QUALITY MANAGEMENT STRATEGIES ASSIGNMENT 1A MSC IT MANAGEMENT What is Quality? NB: Throughout text, Product = Both Product/Service. Definitions Using the correct Tools (resources: raw materials, machinery, time and people) in the right way so that they are converted to the required outputs. It is in the process that quality is made or broken. The minimal that quality must entail is “Fitness for purpose” (Juran). This is also defined in the Consumer goods and Services Act 1974; (DTI) “ • Goods must be as described, of satisfactory quality, and fit for any purpose which the consumer makes known to the seller. • Goods are of satisfactory quality if they reach the standard that a reasonable person would regard as satisfactory, taking into account the price and any description. • Aspects of quality include fitness for purpose, freedom from minor defects, appearance and finish, durability and safety. • It is the seller, not the manufacturer, who is responsible under the Act.” Without a business adhering to this, the customer can return the product. A business should obviously be aiming to go beyond this and exceed customer’s requirements and expectations. Beyond t