Quality as Symphony

Abstract

Existing definitions of quality have not been universally accepted or effective. Because the output of all organizations is a combination of products and services, a definition of quality must combine both aspects. Many of the variables proposed for defining quality fall under two dimensions: extent of customization and degree of tangibility. The concept of quality as conformance to specifications is straightforward and easy, but most consumer goods and services are not evaluated in those terms by customers. On the other hand, defining quality in terms of meeting or exceeding customers' expectations, while it is an externally focused definition, is exceedingly complex and difficult to measure. Neither of these definitions works by itself. Instead, applying the elements of those definitions according to degree of tangibility and extent of customization will create an appropriate definition of quality. For tangible items, conformance to specifications is a sufficient definition of quality, except in the case of customized tangible output, where meeting customer expectations must also be included. Of specific interest to hospitality-industry operators, the quality of intangible or standardized output can be termed conformance to specifications. On the other hand, the quality of output that is intangible and customized can only be judged on how well it meets a customer's specifications.