Definition of Quality - Services and Elements According to Experts

Definition of Quality - Services and Elements According to Experts
Quality Is: Understanding According to Experts and Its Elements - In everyday life we often hear people talk about quality issues, for example about the quality of most foreign-made products that are better than domestic-made products.
What exactly is quality? this question has many answers, because the meaning will be different for each person and depends on the context. Quality itself has many criteria that change continuously. Different people will judge with different criteria.
People will find it difficult to define quality quickly. Nevertheless the quality can be specified. For example, Chandra had just watched a film in the Empire 21 cinema. He would easily mention what aspects he valued in determining the quality of the cinema services he had just visited.

For example these aspects consist of:
Timeliness of delivery
Scope or layout
Comfortable / soft seat
Choice of films shown
Sound system
The example above illustrates one aspect of quality, namely the aspect of results. The question "does the product or service meet or even exceed customer expectations?" Is an important aspect of quality. The concept of quality itself is often regarded as a relative measure of the merit of a product or service consisting of design quality and conformity quality.
Design quality is a function of product specifications, while conformance quality is a measure of how far a product meets the requirements or quality specifications that have been set.

Definition of Quality According to Experts
According to ISO-8402 (Loh, 2001: 35), Quality is the totality of facilities and characteristics of products or services that meet the needs, express or implied.
Tjiptono (2004: 11), Defines quality as suitability for use (fitness for use). Another definition that emphasizes the orientation of meeting customer expectations.
Kadir (2001: 19), states that quality is an elusive goal (an elusive goal), because the expectations of consumers will always change. Every new standard is found, then consumers will demand more to get another new standard that is newer and better. In this view, quality is a process and not an end result (improving the quality of continuity).
Crosby (1979), defines quality as conformity to requirements. He approaches the transformation of quality culture.
Kotler (1997), defines quality as the overall characteristics and characteristics of products or services that support the ability to satisfy needs.
Taguchi (1987), quality is a loss to society, which means that if there is a deviation from the target, this is a function of reduced quality. On the other hand, the reduced quality will incur costs. Quality Management
Discuss in the context of organizational quality management, quality management can be said to be a series of activities such as quality planning, organizing quality, coordinating quality, controlling and evaluating quality carried out by each management function in the organization to improve performance in terms of quality of work and employment.
Improving performance here is not just in one particular activity or parts of it, but at every level of operations or processes and in every functional area of work of the organization.