Apa itu Quality ?

1. Secara umum: "Karakteristik Produk atau Jasa yang ditentukan oleh pemakai/customer dan diperoleh melalui pengukuran proses dengan perbaikan yang berkelanjutan".
   
2. Joseph M. Juran (1989) mengatakan "Fitness for use, as judged by the users".
   
3. Philip B. Crossby (1979) mengatakan "Conformance to requirements".
   
4. Armand V. Feigenbaum (1956) mengatakan "Full customer satisfaction".
   

   
    

Edwards Deming (1986) :

• Secara umum "A predictable degree of uniformity and dependability at a low cost, suited to the market"
  
  • Focus kepada kepuasan pelanggan (Customer Satisfaction),
    
  • To translate future needs of the user into measurable characteristic, so that a products or services, can be designed and turned out to give satisfaction at a price that the users will pay"
    
  • Secara singkat ; " Meeting Requirements "
    

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