How many times have we worked long hours trackinginconsistencies in a product while letting some misprints andunfortunate phrases slip by, even though the customer seemed
more attached to the quality of the language. When this happened,
our approach remained unchanged, because the service
corresponded more to our own definition of quality thanto the real expectations of our customer. It was, therefore,necessary for us to highlight the improvement in linguistic
quality whilst pointing out to the customer the importance ofconsistency for the end-user. This shows us that you cannotfocus on one qualitative aspect without detrimentally affectingthe other. As a result of this, there has been movement awayfrom the old process of “unacceptable quality” to that of“super-satisfied customer.”
Does unacceptable quality result from the statistical methodsof the MIL STD (Military Standard) type? MIL STD “authorises”a level of non-quality (Acceptance Quality Level orAQL), that is to say defects being allowed to remain which
ruin a batch, despite being within acceptable levels. Thisapproach represents a compromise between the level of quality,he quantity delivered or the price negotiated, which wasacceptable in an economy of excess demand. Today, however,
supply exceeds demand and so no defect should ever beallowed to reach the customer.
Quality should be controlled to the point where only productswith no defects are released and even if the majority ofcompanies are not at that level of control, they should perceivethis as an attainable objective. But at which stage can
quality be best controlled?THIS AR
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