How do you define quality?
Measuring and reducing the cost of non-quality

There are many definitions of quality.

ISO defines it as "the set of characteristics of an entity that give it the ability to satisfy expressed and implicit needs".

The pioneers of quality have also provided their definition. They include :

• "compliance with requirements", according to Philip Crosby;

• "Masaaki Imai: "Everything that can be improved;

• "suitability for use" or "absence of defects", for Joseph Juran;

• Kaoru Ishikawa calls it "the ability to satisfy the customer".

">The cost of achieving quality is made up of the sum of the costs of internal and external anomalies, detection costs and prevention costs:

">COQ = cost...