-INSIGHT PAPER

OUTCOME-BASED ASSESSMENT

1. Explain the various definitions of quality.

2. Describe the three fundamental principles of total
quality.
3. Explain the role of quality in improving a firm’s
profitability.
4. Explain the three levels of quality.
5. Why is it important to personalize quality principles.

1.Quality is the degree to which an object or entity (e.g., process, product, or

service) satisfies a specified set of attributes or requirements. ... Quality is the
degree to which a set of inherent characteristics fulfils requirements. A
subjective term for which each person or sector has its own definition.

2. Total Quality Management is based on three principles: continuous

quality improvement (CQI), customer focus, and teamwork.

3. The main goal of quality improvement is improved profitability. ... It also

increases customer satisfaction because of the quality level itself and faster
deliveries, thereby increasing demand for the company's products. For these
reasons, high quality can provide a competitive advantage

4. Organizational level - meeting external customer requirements

Process level - linking external and internal customer requirements
Performer/Job level - meeting internal customer requirements

5. Because personal initiatives combined with customer orientation has

positive Impact upon business success and sales growth rates.