A Quality Definition Continuum

Kristie W. Seawright · Scott T. Young

46 citations0/0 files storedINFORMS Journal on Applied Analytics

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Quality and Supply Management Quality and Management Systems Management Systems and Quality Improvement

Abstract

Managers have recognized the strategic importance of quality in current competitive markets. With no universally accepted definition of quality, managers, customers, and researchers communicate with difficulty. We describe and organize sets of quality definitions into a continuum, illustrating the relationships between definitions. We describe the impact of each of these descriptions upon the attainment of a sustainable competitive advantage for the firm. The quality definition continuum can serve as the basis for understanding some principles of total quality management implementation and success.

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References

1980Competitive Strategy: Techniques for Analyzing Industries and Competitors 1982Out of the Crisis 1991Refinement and reassessment of the SERVQUAL scale.1932Economic Control of Quality of Manufactured Product.1952Quality-Control Handbook.1979Quality Is Free: The Art of Making Quality Certain 1989Managing quality: the strategic and competitive edge 1997Malcolm Baldrige National Quality Award

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