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Quality Management-Don't let customers figure it out

What is Quality Management? Companies answer that question by highlighting the customer. 'Its what the customer says is quality.' This is so far from being the right answer and the foundation for a good business decision.
Quality is not interchangeable with customer satisfaction. Do you really think that customers care about manufacturing specifications and tolerance levels?

Quality management involves understanding what your company has to do to make a product or service that is reliable, long-lasting, maintenance-free or low maintenance, problem solving.

Quality management requires that companies understand what will satisfy a customer and create manufacturing, service and measurement processes and procedures that create a customer satisfying product and service.


  1. Aside from the complex physical connections that make up its infrastructure, the Internet is facilitated by bi- or multi-lateral commercial contracts (e.g., peering agreements), and by technical specifications or protocols that describe how to exchange data over the network. Indeed, the Internet is essentially defined by its interconnections and routing policies.

    As of December 30, 2007, 1.319 billion people use the Internet according to Internet World Stats. Writing in the Harvard International Review, philosopher N.J. Slabbert, a writer on policy issues for the Washington, D.C.–based Urban Land Institute, has asserted that the Internet is fast becoming a basic feature of global civilization, so that what has traditionally been called "civil society" is now becoming identical with information technology society as defined by Internet use. - web design company, web designer, web design india

  2. Most QA departments have the same challenge. They adhere to company checks and balances that may not be relevant to the customer. I agree with you. First speak to the customer and then break down what they are really wanting into product specs.