Quality Management

Authored by: Peter W. Robertson , Martin K. Starr , Sushil K. Gupta

The Routledge Companion to Production and Operations Management

Print publication date:  March  2017
Online publication date:  March  2017

Print ISBN: 9781138919594
eBook ISBN: 9781315687803
Adobe ISBN: 9781317419242


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Quality is typically defined as the assessment made by customers or end-users of a product or service as to how well said product or service matches and indeed exceeds their expectations (Gitlow et al. 1989). In turn, customers’ quality expectations are usually centered on various product or service attributes such as fitness-for-purpose, reliability, durability, ease of use, lack of defects, and meeting in-service performance criteria.

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