The meaning of quality

Abstract

This paper presents a conceptual analysis of the notion of quality. The analysis concludes that quality is an abstract, relational attribute. Virtually anything can be assessed for quality, such assessments being made against accepted standards of merit or against the interests of relevant stakeholders. The analysis sheds light on prevailing definitions of quality, challenging and extending the conclusions of Garvin (1984). The conceptual analysis also suggests the possibility of expanding beyond the consumer-based view that dominates current quality thinking and practice. A broadened account of quality for organizational purposes is proposed. This account explicitly recognizes that quality can be assessed from a producer standpoint. The implications and advantages of this conceptualization are discussed.