What are the different perceptions of Quality?

The definition of “Quality” is a factor in determining the scope of software testing. Although there are multiple quality philosophies documented, it is important to note that most contains the same core components:


1) Quality is based upon customer satisfaction

2) Your organization must define quality before it can be achieved

3) Management must lead the organization through any improvement efforts

There are five perspectives of quality: Each of these perspectives must be considered as important to the customer.

1. Transcendent – I know it when I see it

2. Product-Based – Possesses desired features

3. User-Based – Fitness for use

4. Development & Manufacturing-Based – Conforms to requirements

5. Value-Based – At an acceptable cost

Peter R. Scholtes introduces the contrast between effectiveness (doing the right things) and efficiency (doing things right). Quality organizations must be both effective and efficient.

Patrick Townsend examines quality in fact and quality in perception as explained by four different views given below.

Quality in fact is usually the supplier's point of view, while quality in perception is the customer's. Any difference between the former and the latter can cause problems between the two.

1st View:
Quality in Fact: Doing the right thing.
Quality in Perception: Delivering the right product.

2nd View:
Quality in Fact: Doing it the right way.
Quality in Perception: Satisfying our customer’s needs.

3rd View:
Quality in Fact: Doing it right the first time.
Quality in Perception: Meeting the customer’s expectations.

4th View:
Quality in Fact: Doing it on time.
Quality in Perception: Treating every customer with integrity, courtesy, and respect.

An organization’s quality policy must define and view quality from their customer's perspectives. If there are conflicts, they must be resolved.

Tags: Quality Control, Quality Assurance, Software Testing, Software Quality Perceptions