The concept of quality key terms

Quality expectations

The level of performance and attributes that customers anticipate from a product or service before purchase.

Quality problem

Any defect, non‑conformity or failure that prevents a product or service from meeting the required standards or customer expectations.

quality

The extent to which a product or service satisfies customer expectations and requirements.

Total Quality Management

A comprehensive approach that integrates quality into all organisational processes, emphasising continuous improvement, employee involvement, and customer focus.

Continuous improvement

An ongoing effort to enhance products, services or processes by making small, incremental changes that reduce waste, improve quality and increase efficiency.

Reputation

Reputation is the overall perception of a business’s reliability, quality and trustworthiness held by customers, suppliers and other stakeholders.

Quality assurance

A systematic process of ensuring that products or services meet defined standards and satisfy customer expectations.