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Frequently Asked Questions

What is Quality?
The satisfaction of a customer's expectations at an economic cost.

How is it achieved?
By using specifications to manage customer's expectations and to control internal operations.

What is a specification?
A description of a process, product or service using characteristics that can be measured and that are relevant to the intended purpose.

Is a specification the same as a standard?
Standards are specifications which have been agreed on a national, regional, or international basis and have some legal status.

Standardized definitions of terms:

Quality -
The totality of the characteristics of an entity that bear on its ability to satisfy stated or implied needs.

Quality policy -
The overall intentions and directions of an organization with regard to quality.

Quality management -
That aspect of the management function that determines and implements the quality policy.

Quality system -
The organizational structure, responsibilities, procedures, processes and resources for implementing quality management.

Quality control -
The operational techniques and actions used to fulfill the requirements for quality.

Quality assurance -
All those planned actions to provide confidence for the customer that a product or service satisfies the requirements for quality.

Quality characteristic -
A feature of a product of service described in a specification and capable of measurement.

Defect -
The departure of a quality characteristic from its specified value that results in a product or service not satisfying its normal usage requirements.

Defective -
A product or service that contains one or more defects.

"Serious problems cannot be dealt with at the level of thinking that created them."
 Albert Einstein
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