The system’s view for clarification of quality vocabulary

Abstract

As a result of the increasing complexity of technology, processes and products, as well as worldwide pressures for competitive quality, quality terminology keeps expanding and changing. Although an internationally accepted quality vocabulary exists, namely ISO 8402: 1994, we still encounter serious confusion and misunderstanding when communicating on quality related matters. This is evident not only at the international level, but in daily operations, as well. In order to improve communication in quality related matters, we propose the “system’s view” be used. In this article, the “system’s view” is explained, followed by a focus on the application of the underlying concept of a system to quality. Four examples are used: the ISO 9001 Quality System, the ISO 9004 Quality Management Guidelines, the ISO 10011 Quality Audit System, and the ISO 14001 Environmental Management System. The ISO 8402 Vocabulary is streamlined using the “system’s view”. Finally, the benefits of this view for creating quality vocabulary are discussed.