Quality

Quality is defined as "a degree or grade of excellence" and we at the Dubai Quality Group aim to assist organizations in reaching the goal of obtaining a high degree of excellence. 

 Quality is...

• Based on customers’ perceptions of a product’s design and how well the design matches the original specifications.
• The ability of a product and service to satisfy stated or implied needs.
• Achieved by conforming to established requirements within an organization.

The Benefits of Quality

Quality and Profitability

Some quality benefits are tangible, such as an increase in financial earnings or a decrease in process-related waste; others are less tangible, such as a loyal customer base or an alignment between business activities and business results. All of the benefits, however, are real.

The model above begins in the upper left corner. As an organization emphasizes and strives to improve quality, quality improvements occur at both the product level (in how a product works) and the process level (in how a product is made). From here, beneficial outcomes result both within and outside of the organization that lead to increased profits.

Note: The term “product” encompasses both products and services. For example, an improvement in product quality could mean a reduction in scrap for a particular automobile part (product) or a reduction in customer check-in time at a hotel (service).

Outside the organization (i.e., externally), product and process improvements lead to more satisfied customers who continue to buy the product and are more likely to buy new products and/or refer new customers. In addition, the product price may decrease due to efficiencies gained in the production process. Both outcomes serve to increase the organization’s market share.

Within the organization (i.e., internally), productivity increases as the production process becomes more efficient. This leads to a decrease in production costs, which in turn creates greater profits. Note that the external market share gain also contributes to the internal profit gain.

Benefits of Employees

Noted quality expert W. Edwards Deming identified some key areas where quality directly benefits an organization’s employees.

Product quality leads to: