The future of QUALITY

If you want to base your work on a contemporary concept of quality, it is necessary to identify and implement consumers’, operators’, users’ and customers’ changing needs, desires, new requirements and demands, i. e. their “subjective perception”. Because quality does not simply refer to the properties of products or services but also to customer requirements.
“Quality begins by placing customer satisfaction at the centre of our thinking.” This quote by US top manager John F. Akers also serves to describe the approach of this study. The key issue is to understand how consumers define quality and what they expect.