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   Kaytek IT-Software Consulting Insights |
Consulting
Software
Quality
Common Understanding of Definition
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Kaytek IT-Software Consulting Insights |
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Importance of Ensuring Common Understanding of Definition of Quality of Products and Services. In a Quality Conscious Organization, it is important to ensure that each person has a uniform understanding of the definition of Quality of Products and Services. The definition as provided by ISO 8402 for defining quality is as follows : " The Totality of all the Features and Characteristics of a product or service that bear on it's ability to satisfy stated or implied needs. " What does this mean for people in different functions and work areas of the organization ? First, the employees must understand customers stated needs. |
These are needs that have been expressed or specifically stated by them. Second, they must try and understand our customers implied needs. These are needs that are NOT specifically or directly stated. These have to be anticipated by each person based on their understanding from interactions with the customer. It is very important to understand the difference between stated needs which are expressedly mentioned and Implied needs which may not be vocalised directly by the customer. Third, the organization must try to design and build products and services with
features or characteristics that fully satisfy both the above
Stated AND Implied Needs. |
Quality Software
Products and Services. Quality Maintenance Support Services to
Customers Quality Training
Products and Services. Quality Marketing
Solutions and Services to Hardware Customers. IMPORTANT : There is no difference between Internal & External Customers. Committments to internal employees are as IMPORTANT as committments to an external customers. |
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