TY  - JOUR
AB  - This paper describes the results of a research project where respondents from a variety of disciplines were questioned about how they perceive quality improvement. Structured interviews were held with top managers from the fields of engineering, operations, strategic planning, marketing, planning, and human resources. We asked the following questions: How is quality defined by someone in (your field)? How do you define quality as it relates to your company’s products and services? What are approaches to quality that you view as leading edge? We find that there are differences in how quality is perceived by different functions. In spite of a long history of definition of quality terms, we find that more work is needed to overcome differences in functional perspectives when communicating quality plans and strategies.
VL  - 9
IS  - 1
SN  - 1463-5771
DO  - 10.1108/14635770210418597
UR  - https://doi.org/10.1108/14635770210418597
AU  - Foster S. Thomas
AU  - Gallup Lyman
PY  - 2002
Y1  - 2002/01/01
TI  - On functional differences and quality understanding
T2  - Benchmarking: An International Journal
PB  - MCB UP Ltd
SP  - 86
EP  - 102
Y2  - 2024/04/24
ER  -