The quality manager’s response – part one: what exactly is quality?

Surely many of you have wondered what quality is actually all about. This question most often comes to mind when, best-case scenario during the warranty period or worst-case scenario right after it, an appliance or heaven forbid a cell phone, breaks down. However, who should you ask when you have no contact information? We have the contacts, so let’s take a look at them. We, along with Mr. Ryšavý, a quality management expert, will answer all your questions.

The following is probably the most accurate definition applicable in today’s world: “Quality is the ability of a set of inherent features of a product, system or process to meet the requirements of its customers and other parties involved.” Sounds wonderful, doesn’t it? Somewhat of a technical and incomprehensible definition. 

The all-knowing Google offers several similar definitions as well as “more-human”, much easier explanations. If you search the internet long enough, you will eventually find out that quality is what makes a customer happy. In terms of comprehensibility, there’s not much that can be said against it.

For example…

Summer is right around the corner and two friends look into their closets. After a while all you hear is:” Mom, it’s getting warm out and I have nothing to wear.” So, both friends get CZK 1,500 and head out for a t-shirt. One of the guys chooses a brand name store and spend all the money on one t-shirt from last year’s collection. The other heads out to the local flea market and buys a cheap shirt with large print from a reed-board stand. This kiosk has a wide selection of t-shirts, so it’s hard to choose …

The guys wear the t-shirts the first month and everything seems fine, the t-shirts look great and both of them are happy. However, there are visible changes at the end of the second month. The t-shirt from the local market begins to show signs of wear and tear and even the print isn’t as bright as it used to be. The brand name shirt looks the way it should. Is this the right time to ask which shirt is better? Not yet, the story doesn’t end here….

The other friend was basically waiting for this moment. He still has a lot of the money left and there are many t-shirts with large print still available at the market. He goes and picks out another t-shirt and with a twinkle in his eye, can’t wait to hear all the compliments from his friends. The first guy still wears the same shirt, which shows no sign of wear and tear and he’s happy that he doesn’t have to go out to another store to pick out another shirt.

This is the right time to ask which shirt is better. Everyone is certainly thinks that the guy, who spent all his money on one shirt that will last him longer, made the better decision. However, oftentimes, it is difficult to determine which product is worth your money and which product is only overpriced because it’s brand name. Good luck in not only selecting the best t-shirts but also in choosing the best jobs!

Is there anything we did not mention in this article? Do you have any questions? Contact us!