One Small Step

摘要

The current definition of quality is well presented in ISO 9000:2015 as thedegree to which a set of inherent characteristics of an object fulfills needs or expectations that are stated, generally implied or obligatory.1 This is a clear and workable definition, and following it will lead to satisfied customers.To optimize the achievement of sustained success, however, organizations must address more than quality. The real challenge is continually meeting the needs and expectations of customers and other interested parties-not once, not on occasion, but all the time, every time and in every encounter with your customer. That's what consistent quality is all about.