Towards a Better Understanding of Quality

Several different operational definitions of quality are commonly used in industry. The existence of these different definitions can cause confusion unless their relationships to each other are understood. Offers an explanation of the relationships between those definitions which are based on fitness for purpose, conformance and satisfaction of their customers. It does this by considering the individual transaction as the key element in the generation of quality; and showing how each definition corresponds to a relation between a pair of stages in the transaction. Develops a model of quality from this analysis, and shows how this model can be used to analyse the quality of business operations.