|
|
Article: The definition and perception of quality in ISO-9000 firms.
- Article from:
- Review of Business
- Article date:
- March 22, 1998
- Author:
CopyrightCOPYRIGHT 1998 St. John's University, College of Business Administration. This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan. All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)
|
There are both distinctions and similarities of conceptual and perceptual definitions of quality. The theoretical perspectives of quality can be compared to the quality approaches used in several ISO-9000 certified firms. There is support for an integrated theory of quality that explicitly considers customers needs, delivered value to customers, and social costs and benefits.
Introduction
It is difficult to find any organization today that is not aware of quality and the increased emphasis placed on quality and value by consumers. Products as varied as automobiles, super-computers and even candy are all subject to the demands of real or perceived ...