¿Qué es Calidad? | Definición e interpretación de la Calidad
What is Quality?
Introduction to Quality
- The video introduces the concept of quality, emphasizing that defining it can be complex. The Real Academia Española defines "definir" as clarifying and precisely stating a word's meaning.
- Throughout history, the definition of quality has varied significantly. The video aims to explore various interpretations from quality experts and organizations.
Perspectives from Quality Gurus
- Quality gurus are experts who have challenged existing definitions to propose their own. Notable definitions include:
- Parishikawa: Defines quality as developing, designing, manufacturing, and maintaining a product that is economical, useful, and satisfying for consumers.
- Deming: Describes quality as predictable uniformity and reliability at low cost that meets market needs.
- Crosby: States that quality involves delivering defect-free products and services on time to customers and colleagues.
- Juran: Views quality as the fitness for use of a product in meeting customer needs.
Definitions from Recognized Organizations
- Various authoritative organizations provide their definitions of quality:
- RAE (Real Academia Española): Defines it as the property or set of properties inherent in something that allows its value to be judged.
- ASQ (American Society for Quality): Describes it as the totality of features and characteristics of a product or service that satisfies established or implied needs.
- ISO (International Organization for Standardization): According to ISO 9000:2015, quality is defined by how well a set of characteristics meets customer needs and expectations. This definition emphasizes compliance with customer requirements across products, services, systems, processes, and stakeholders.
Importance of ISO Definition
- The ISO definition is highlighted as one of the most comprehensive available:
- It focuses on fulfilling customer needs through minimum expected characteristics.
- It applies not only to products but also encompasses services, systems, people, or processes.