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The quality means different things for different persons depending on their experience and their position in an organization, thus, even though the preoccupations for quality appeared from the very beginning of humankind, only in the 20th century a spectacular evolution of the actions and the concepts regarding quality was brought forth.
The modern concept of quality is based on four fundamental rules : the defining of quality, the prevention, zero defects and the measurement.
The definitions given to this concept take into consideration the two distinct aspects : the objective aspect of quality that represents the conformity degree of a process or of its results with a predetermined set of criteria considered essential for the final value that this one furnishes; the subjective aspect of quality represents the level of the perceived value reported to the person that benefits of the process or its result.
The ISO 8402 standard defines quality as representing “the set of characteristics of an entity, that confers itself the aptitude to satisfy the expressed and implicit needs”.
According to this definition :
the quality is not expressed through a single characteristic, but through a set of characteristics;
the quality is not standing-alone, it exists only in relation with the clients’ needs;
the quality is a continuous and not discrete variable;
through quality not only the expressed needs, but also the implicit ones must be satisfied.
The quality of a product/service is judged according to the promises and the results.
The quality in services is a problem of equilibrium, being composed of three components :
the level of the service offered, corresponding to the strategies offered by the firm;
the expectations of the client;
the real service offered, as it is picked up by the beneficiary.
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