Saturday, January 19, 2013

Quality: Ability to meet unknown expectations

Traditional quality definition is the ability to meet customer expectations.  It no longer is always true.  Paul in his blog post discusses about one of the fundamental concepts of quality - definition of quality.

I as a customer have no clue about the new features that will come as part of the new Apple iPhone version 6 and above or in the Samsung Galaxy S4 or Note 3 and above.  But these new features amaze me, as a customer, to say - Oh! This is exactly what I was looking for!

So modern quality definition has to be tweaked to something like this - Ability to meet customers' unknown expectations!

I would invite you to read this interview of Steve Jobs with the Inc. Magazine on 1st April 1989.   Jobs then said, "You can't just ask customers what they want and then try to give that to them. By the time you get it built, they'll want something new".  So, it is very important to deliver the novel needs of the customer on time.

Innovation, Novelty, ability to Predict customer needs and the Agility to deliver these needs on time will be the key ingredient of the definition of modern quality.


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