The Many Definitions of Quality

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Feb 16

Quality: the art of making something that nobody can define but everyone demands.

In a world where 53% prioritize quality over price, the stakes have never been higher for organizations to meet the evolving standards of excellence. (Source: https://www.firstinsight.com/blog/price-vs-quality-what-matters-most-to-consumers) Yet, if you ask 5 different people what quality means, you'll get 10 different answers. This can be especially difficult to navigate for organizations when their suppliers, partners, and even customers all have different definitions and expectations.

As we navigate the complexities of Industry 4.0, the World Economic Forum reveals a striking insight: Product quality claims the top spot among the best-in-class (Top 10%). Given the varied interpretations of quality, companies will adopt markedly different approaches to achieve it.

Regardless of definition, artificial Intelligence emerges not just as a tool for enhancing quality but as a transformative force reshaping our approach to it. According to opentext’s World of Quality Report 2023-24, a staggering 77% of organizations are investing in AI to revolutionize their quality agendas. Contrary to the common belief that AI's primary role is to reduce defects, the data reveals a broader vision. The leading benefit organizations are witnessing from AI integration is a significant boost in productivity (65%), followed by increased velocity (53%), enhanced customer experience (41%), improved reliability (33%), with the reduction of defects (29%) being the least cited outcome. This paradigm shift underscores AI's pivotal role in not just maintaining but elevating standards of quality across industries.

Advice for Manufacturers for AI Integration into Quality

Define Quality and Set Clear Objectives: Begin by establishing a clear, unified definition of what quality means for your organization, encompassing the perspectives of stakeholders, suppliers, and customers. Set specific, measurable objectives that align with this definition to guide your quality improvement efforts. This clarity will ensure that all efforts are directed towards the same goals, enhancing efficiency and effectiveness.
Integrate AI Strategically: Leverage AI to transform your quality processes by identifying areas where it can have the most impact, such as predictive maintenance, quality control, and customer feedback analysis. Start with pilot projects to demonstrate value and scale up based on success. Ensure your team is equipped with the necessary skills or partner with AI experts to maximize the benefits of AI integration.
Foster a Culture of Continuous Improvement: Encourage a company-wide mindset that views quality not as a fixed target but as an ongoing journey. Implement continuous feedback loops involving all employees, from the shop floor to the executive suite, to identify improvement opportunities. Invest in training and development to keep your team’s skills sharp and their approaches innovative, ensuring that your quality standards evolve alongside industry advancements.