Quality is Safety

Paper Summary:

This paper explains how the concept of quality, when applied correctly, can be used to assure that companies produce goods and services in a way that protects consumers and ensures that they receive the value for which they are paying. The paper uses a definition of quality, supplied by Philip Crosby in his book "Quality Without Tears", as it applies to four key dimensions of providing safe products to consumers. It attempts to provide a point of intersection between quality and safety where companies should seek for them to meet.

Introduction
Requirement 1: Assured Against Reasonable Harm
Requirement 2: Performs as Promised
Requirement 3: Confirmation of Reliability
Requirement 4: Consistency in Production or Service
Conclusion

From the Paper:

"A requirement that every consumer has the right to expect from the good or service purchased is that they will be free from reasonable harm. This is the point behind explanations for the use of products and the cautions against using devices for purposes other than those for which the devices have been manufactured. Therefore, this requirement is designed to establish a center of understanding between the consumer and the companies with which they do business regarding the correct usages of products manufactured. Ultimately the point is to create the perception of quality but this must be done correctly. "Quality must be defined from the customer's perspective. Hence, a firm's products and services must be compared to the products or services offered by competitors." (Shetty & Buehler 1991, p.6)"

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