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By Quality Digest


This is how our readers define quality. (Note: these definitions are straight from our database and have not been edited.)

"Quality itself has been defined as fundamentally relational:  'Quality is the ongoing process of building and sustaining relationships by assessing, anticipating, and fulfilling stated and implied needs.'

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By Gwendolyn Galsworth

Excellence is a part of life, and we must strive for it, especially if our mistakes create problems for others. Mistakes are costly; they hit the bottom line. Some are costly enough to put us out of business.

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By Lisa Renda

"You don’t get a second chance to make a first impression.” The sage who authored this axiom must have had call centers in mind.

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Quality improvement is a tough undertaking for even the savviest organization. There’s no need to go it alone, however. Quality system consultants and trainers can help keep you and your organization on the right path, and ensure that you’re current in your knowledge of best practices.

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By Hans Ericsson

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By Philip Hewitt

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By Dirk Dusharme @ Quality Digest

Here's the nightmare: You arrive at work to find your best customer has just returned $10,000 worth of precision ceramic parts. They are all neatly boxed and sitting on the inspection room floor with a nasty note saying that they are all out of tolerance. You stand to lose one of your best contracts, not to mention your job, unless you get to the bottom of the problem right away.