Definition of Quality
David G. Hills (Adcdave@AOL.COM)
Wed, 4 Dec 1996 12:12:04 -0500
I have spent thirty five years in Quality Control, and I have heard all kinds
of definitions of the word "Quality", and most of them are nonsense or worse.
The "Quality Unit" award is one that uses a definition of "conformance to
specification". This makes no sense if the specification is not correct, and
the list seems to think that the specification is lacking.
The only definition of quality that counts is: "Quality is what your
customer thinks it is."
In scouting, our customers are the scouts and their families. If your
program is meeting scoutings purposes and the scouts and their families are
happy with it, then you have a quality program. A unit with a quality
program is a quality unit. This does not mean that you cannot improve your
quality, no one is perfect.
One other thing I learned in the last thirty five years: If you have an
employee (or volunteer) who never does anything wrong, get rid of him/her,
they are not doing anything.
The are my professional opinions, and there is nothing humble about them.
David G. Hills, P.E.
Senior Member, American Society for Quality Control
Terry Howerton Sakima Group, Inc. SCOUTER Magazine Kansas City