Drivers of Quality

Customers - In a customer-driven organization, quality is established with a focus on satisfying or exceeding customer requirements, expectations, needs, and preferences of customers.

Products/Services - A culture of product/service-driven quality was popular in the early stages of the quality movement. Conformance to requirements and zero defect concepts have roots in producing a product/service that meets stated or documented requirements.

Empoyee Satisfaction - This concept is that an organization takes care of employees' needs so that they can be free to worry only about the customer.

Organizational Focus - Some organizations tend to focus on total organizational quality while others are quite successful at using a segmented approach to implementing quality


Westcott (2006), The Certified Manager of Quality/Organizational Excellence Handbook, 3rd Edition. ASQ Press.