What is Quality or Excellence?
The term quality or excellence means different things to different people. A quality wine may be one that is succulent in taste or the flavor is exactly as we expect. A definition by J.M Juran (1988): “Quality is fitness for use.” However, there are other definitions. Quality as “conformance to specifications, service level agreements or business requirements” is a position that people in the manufacturing or services industry often promote.
Others promote wider views the expectation that a product or service exceeds the expectations of the customer is quality plain and simple. While still others view quality as a judgment or perception by customers or users of a product or service; it is the extent to which the customers or users believe the product or service surpasses their needs and expectations.
How do you view quality in your own company, of your team members and of your vendors?
- Meet customer standards?
- Meet and fulfill customer needs?
- Meet customer expectations? and
- Will meet unanticipated future needs and aspirations?
Still others plainly ignore definitions and say “I’ll know quality when I see it.” It seems that we all ‘know’ or ‘feel’ somehow what quality is when we experience it.
A product or service that exceeds our preconceived ideas about the quality of the service to be received is likely to be designated as a quality service. It is equally clear that the best of a group of bad products or services is not likely to be perceived as a quality product or service.
WTN Services is focused head on, in building quality tools and methodologies to help our company, our clients, vendors and partners to work and benchmark to improve quality at all levels. In upcoming postings, we will share with our reader’s efforts we are implementing to create tools for quality improvement. These processes and tools are being developed and used internally for improvement and required of our vendors. The benefit is to build quality and excellence. Through quality and excellence our clients will better be able to focus on execution of developing great wines and owning their sales strategies partnered with WTN Services for their facilitation of service needs.
We are committed to stepping it up and sharing our partnered learning’s, by doing so we drive the industry by continuous quality improvement towards excellence. Understanding of quality methodologies for winery sales, fulfillment and partnering will mature in the coming years.
Our WTN Services Team asks for your comments and input, your feedback and participation and your needs and desires so we can work together on a mission of setting new standards of quality for the wine industry. Please email cedwards@winetasting.com your idea’s thoughts and feedback concerning excellence.