Quality is a familiar word in everyday life, people's understanding of quality is sometimes very simple, that is "good" and "bad" distinction, or "good and bad" level. The definition of quality, in academia or industry, it has become not so easy, there are different definitions and more controversy. On the definition of quality the better known are:
鈼?Quality Master Juran (Joseph M. Juran): Quality is fitness (Fitness for Use).
鈼?Genichi Taguchi (Genichi Taguchi): the so-called quality, is the after-market losses to society.
鈼?ISO 8492: Quality is the product or service capacity to meet the needs expressed or implied by the set of features and characteristics.
鈼?ISO 9000 (2000 Edition): Quality is a set of inherent characteristics meet the requirements of the degree.
鈼?IEEE: quality systems, components or process to meet the specific needs and customer needs or expectations of different levels.
These definitions are relatively objective, emphasized the product (or service) and client / community needs consistency. Software and systems thinker Weinberg that "the definition of the quality of the Federation with the political (administrative) and emotional color", there is some truth to meet many people, but not appropriate, not necessarily to be established more easily the emergence of "quality" to understand some new errors.
All things exist in the world ("Xanadu" is almost non-existent in reality), more or less certain of the social, this social nature of things is bound to cast a level of political or emotional color. In most cases, this color is not necessary to study the essence of things. The quality, emotion may be considered as part of customer needs - emotional needs, but as the two examples cited by Weinberg, basically there is no such feelings, the main product features to meet user requirements or the degree. Many people believe that "technology is neutral," it is not completely true, and often laced with political color or emotion, such as in the software industry, there is an "anti-Microsoft" of the Union, in this league, people No matter what application development, using only J2EE/J2SE architecture, and will not think about. Net framework. But when we study the technical architecture, technical architecture training, you should focus on all aspects of the technology itself, such as scalability, compatibility, maintainability, rather than dwell on the kind of "emotional."
Quality of the political (administrative) and emotional color, not the quality of their own property, but the customer's property. It is in the "quality" of the indirect expression, is derived from the relative nature of quality. "There is relative customers", scholars have recognized the quality of all this. No customers, no quality. I often lecture or training, the use of "quality is customer satisfaction," explains that the quality is. "Quality is customer satisfaction" expressed more clearly and customers of this dependence, more user-friendly, but also measurable.
"A series of decision-making" more can not be "always with the definition of the quality of the political (administrative) and emotional color," the basis for argument. Decision-making is sometimes correct, sometimes against the quality of law is an erroneous decision, ultimately lead to business failure.
It is the quality of customer property, determines the quality of different perspectives, different levels and different areas and even different feelings, etc., because the customer's classification, characteristics:
鈼?different customers: external customers and internal customers, large customers and general customers, key customers (VIP) and non-critical clients, direct clients and indirect clients.
鈼?Customer's timing: In the past customers, current customers, future (potential) customers. We often spend a lot of energy is the mining potential customers, and potential customer's main job is to try to guess the thought of their needs and expectations. Today's Internet market, which is especially evident.
鈼?customers in common and opposite sex. Attendant enthusiasm, demand for services in general is a common, but not necessarily applicable to all. With the development of computer technology, banking and insurance industry is seeking a personalized service, in the final analysis is to try to meet different user needs and customer expectations in line, rather than the emotional and political needs.
鈼?Customer's Social: religion, ethnic customs,
The quality of different point of view, it is also reflected from the side of the different needs of customers. Such as project managers, programmers, testers and other software quality expectations are different, thus the quality of the existence of different attitudes and different interpretations. Manufacturers, contractors, vendors, etc., on the quality of different requirements, the quality of the natural existence of different interpretations.
Therefore, the most important attribute is the quality - customer and customer-dependent relative. In addition, there are still economic quality, measurability, predictability, timeliness and so on. On an enterprise, the quality of economy, testability and predictability are also important. Future opportunities, will discuss the quality of these attributes.
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