Abstract

John Ruskin said, “Quality is never an accident, it is the result of an intelligent effort.” The intelligent effort is becoming more and more intelligent as the customer expectations are continuously on the rise. This paper makes you understand all about what the word “Quality” really means and how the concept has evolved over time to become an important discipline in the business world. Voluminous work is done to formulate Quality Systems that go long way in achieving customer satisfaction; not only satisfaction but far beyond to achieve customer delight. Several theories and approaches have evolved each having foundation in Statistical methods. As the customer expectation is rising, the quality systems keep on improving. Quality systems have become an essential component of businesses as these are the most vital efforts needed to keep the customer delighted. This paper gives brings to you a good insight into Quality, gives the history of its evolution, acquaints you with stalwarts in the field, and gets you a clear picture about the concept by real-life demonstration of the development of a quality system for a rigid plastic package manufacturing unit.