Introduction to Quality Planning

Quality indicators are field specific, and often have multiple ones for product and service. Adopting quality‐planning principles may need a culture change for some organizations with a mentality of firefighting problemsolving, and/or with a focus on cost reduction. Customer‐centric quality planning and its associated processes take time, and their effects may or may not be immediately visible. Service quality is about the direct relation between a customer's expectations and a provider's performance. One can view quality management as a collection of quality theories and practices on concepts, principles, methods, and processes. The common elements and requirements for quality management system include: quality objectives and policy, customer satisfaction focus, quality manuals, and quality data management. The total quality cost can be an assessment by combining both good and poor quality costs. Quality planning practice follows general set of principles, and has specific focuses, based on the types of business.