Quality can be simply defined as providing a good product which means that the product is good in terms of the design,  the features and in a way that the product is able to be used. Another aspect of defining quality for a particular product is whether the product can be used or can function as how it should be. As far as the product can function, it can be defined as the product has got the basic or the minimum quality that is expected by the buyer or user.

Another perspective of quality definition in manufacturing contexts can be defined as doing the right thing the first time. In manufacturing context, the processes and activities within the operation are usually based on how the process are being designed and how the products are going to be manufactured according to a particular specifications or standards. Therefore, if the operation or the process to produce a particular product is defined as having a quality standard is when the activities involved are actually being done rightly correctly, according to the specification, the first time that has been delivered. The concept of right in the first time can also be applied to the context where the products are being produced or being sold are considered to be right or has fulfilled the expected specification the first time the product reaches the hand of the customer or buyer.

In the aspect of service delivery, quality can be defined in terms of the speedy service of delivery. And this is how the customer can define the quality of services, depending on how quick the services are being delivered or how much the service providers are be able to fulfill the promise of service delivery in term of how quick the services are being provided, which is related to the waiting time on their casting.

In term of the customer perspective, quality can be defined as how much the product or the services is actually can satisfy the customer expectations and requirements. So, the more that the customer are happy and satisfied with the product, these indicate the product features and service performance has got the quality standard as being expected and required by the customer.

On the other aspect, we will talk about the overall operation. Reducing cost and eliminating wastages can be considered as quality performance in either manufacturing context or services. The quality standard can be achieved when the operation can minimize the wastages in term of the product rejection, redo, rework, and also including the idle time that has been wasted. This is very much related to the concept of efficiency in the overall operation. The definition of quality can be related to the context or situation where the higher the level of efficiency, the higher quality performance has been achieved.

On the other aspect, when we are trying to evaluate the concept of quality in terms of policy, procedures, guidelines and standards, the quality performance can be achieved as far as the activities has complied to the required and specified policy and procedures. The performance of the operation that be able to conform or comply to the required standard, which certainly going to determine the level of expected quality specification is the main determinant of quality standard has been achieved.

The general definition of all of the concept above can be conclude as how much does the elements of perfection can be achieved as far as the quality of the product, the quality of the service delivery, the efficiency of the operation and also the extent of the policy, procedures and standards are being followed. The ultimate definition of quality concept can be related to the expectation of a perfection, or the entire operation are be able to achieve the highest level of expected performance.

The concept of quality definition can be referred to the definition given by the quality scholars or the quality gurus. According to Joseph Juran, quality can be defined as how much the features of a particular product at the end are going to serve the usefulness of the product. In the process of making sure that the products are actually has achieved to the level of fitness for use, the quality definition starts from how the materials or input of the process actually has fulfilled the requirement of quality specifications. The fitness for use as define by Joseph Juran is also being related to the how the process of manufacturing of the product are being designed, how the processes are being monitored and how the process actually being done in an efficient way to produce a product that is finally be able to achieve the expected functions as been specified.

Joseph Juran’s definition on quality that is related to fitness for use is also related to the performance of the product or services that being used by the customer or being experienced by the customer by the service provider. If the products are be able to function as how it should be used by the customer therefore, the product are considered have the expected level of quality performance. Meanwhile, when we want to relate to the concept of service, fitness for use in this context can be defined as how much the service given to the customer actually has fulfilled the promise and also the expectation of the customers.

The other definition by the quality scholars, which is by Shewhart who define quality in the perspective of production of a product that in the end be able to satisfy the specification required by the production and product standard. The specification that being determined in the production process and also in the design of the final product supposed to be achieved by the people involved in the process and also how much the monitoring and inspection activities that being done throughout the operation. The definition by Shewart is supported by Philip Crosby who define quality process is basically about how much the activities are be able to conform or to comply to the required standards. Somehow the standard or the concept of quality specification are actually being determined by the industry or the authority who are governing the quality performance of the operation.

The quality definition given by the authorize body related to the quality management, for example the American Society of Quality (ASQ) basically define quality as the characteristics of a product or service that have the elements or fulfill the criteria that in the end are able to satisfy the customer, particularly on the expected needs and their requirements. On the other hand, on the operation or production perspective, quality was defined by ASQ as how much the entire operations are be able to minimize or the extended the operation that are be able to free from error, defects, wastage as the indicators of deficiencies in the operation.

In general, we can conclude that the quality scholars define quality management or quality product or quality concept to the expect how much the product or services are be able to satisfy the customer expectation and requirements. Meanwhile, in a production or operation perspective, the quality standards are being specified for the manufacturer or the service provider supposed to comply to ensure that the quality performance is actually be able to achieve the expected or the required standards.

On the other aspect, quality is defined technically to the aspect of how much mistakes, errors, or rejection can be minimized and also how much wastage can be eliminated. The quality concept should be further defined on the perspective of how it supposed to be practiced. So, the related definition of the term quality can also be defined in other related concept when it is going to be related to a particular quality initiative. First, let's define the concept of quality control, the quality control can be defined as a system of maintaining or assuring the standard of particular manufactured product are be able to be achieved by testing a sample of a particular activities or output against the specification that has been determined earlier.

Another aspect of quality control can be defined on the aspect of quality monitoring to ensure the entire process are be able to minimize the number of errors, mistakes, defects, rejection, complaints and in the end, the element and level of wastage that been incurred throughout the process. Therefore, quality control are the activities that is necessary to ensure the level of quality product and services are be able to be achieved as what it has been specified in terms of the quality performance and also requirements.

Another related aspect of the quality initiatives is quality assurance. Quality assurance are those activities and actions that supposed to be done to provide a confidence that the quality is achieved and being monitored. Quality assurance in the end will ensure the level of reliability that the manufacturer or the service provider can ensure to the customer, that they are going to be honoured.

The initiative of quality assurance can also be determined by the extent of warranty, that being promised to the customer should any aspect of deficiency, shortages or non-compliance that been discovered throughout the process and also the service delivered. So, when we want to relate the definition of those concept to a particular quality assurance program, a proper management system should be established to assign specific responsibilities and authorities that being assigned to a particular unit, departments and positions to ensure quality control and quality assurance can be implemented. Therefore, the quality assurance program should start from the definition of policies and procedures to be delivered and also the standard or requirements that supposed to be achieved.

The quality assurance program should include the activities of assessment, audit and monitoring of every activity involved in the entire process to determine the level of quality performance. So, the basic requirements of quality assurance program would involve the aspect of the management of the quality program, the expected level of quality performance, and also the activities of assessment or quality monitoring involved. Within the management of quality assurance program, it should include the policy or procedures of a particular activities, the personnel involved, the required skills and competency to deliver the particular activities, the documents and records that supposed to be referred by the people involved within the process and also the availability of resources required.

 Figure 1.1 Basic Requirements of Quality Assurance Criteria

In term of quality assurance performance, the activities required involve the process design and activities, the sequence and flow of the activities, the input management activities including the procurement of materials and management of logistics, and also the quality monitoring of materials inspection. The other aspect of quality assurance program involves the assessment, audit and monitoring of the operation performance. The audit and assessment activities can be done internally or by the third party. The assessment that has been done supposed be referred to the required criteria specifications and standard that being determined by the management and also the authorities involved.

In the quality assurance program, we are going to evaluate the quality performance throughout the activities and process involved to ensure the monitoring of quality assurance initiative are be able to achieve the quality performance and being guided based on the following principles. Firstly, the quality assurance initiative supposed to be started by a clear definition of policies, procedures, and quality objectives, which supposed to be able to be clearly understood by all parties involved and well accepted by them. The policy and procedures are very important as the main reference or every party involved throughout the process to make sure that all activities in people's involved are follow to the common line and specification that being determined within the policies. The illustration is shown in Figure 1.2.

Figure 1.2 Quality Assurance Underlying Principles

The second principle of the quality assurance initiative is to determine and specify the roles, responsibilities and authorities involved throughout the process. Every individual involved should understand and accept their roles and responsibility and clear about what they supposed to deliver and what are the expected level of performance on them.

Thirdly, the expectation of quality performance has to be specified clearly and communicated to everyone involved. The resources required throughout the process supposed to be shared, allocated and provided accordingly by every activity involves. The culture of quality performance supposed to be in place to ensure the quality achievement can be considered as the common reference and focus by every individual within the organization with the clear objective of continuous improvement. The expect of people is very important in quality assurance in the expect of their competencies and ability to deliver the task, roles and functions in the process of achieving the quality performance. Therefore, the element of training and skills development is very crucial to ensure that the people involved has got the competencies and be able to deliver up the expected level of performance.

In term of the people as the main resources in the quality assurance program, the management supposed to determine the right number of people in the right position given to the people so that, they are be able to perform up the expected level performance. The required information by them supposed to be provided according to the requirement of the standards. The plan for quality expectation supposed to be specified in the beginning of the process so that it can be used as a reference for quality control and monitoring. The management supposed to provide the right quantity and quality of materials required for the process necessary to use equipment and facilities for the people to deliver their roles and function and also the right environment in term of health and safety to ensure that they are be able to be deliver their job with the peace of mind.

The assessment and audit activities supposed to be done in every aspect of the operation using the quality management tools so that the expectation can be achieved. Anywhere that the errors, mistakes, defects, and error are being identified, there should be a procedure for correct actions remedy and the service recovery who minimize further losses and also customer satisfaction. The entire activities involved within the quality assurance initiative is in the end to ensure the effectiveness of the process to achieve the expected level of quality performance and the efficiency of every activity that will ensure minimum costs and wastage involved throughout the process.