Introduction
In this lesson, you'll learn what quality means in a management context and why it's fundamental to performance management.
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In this lesson
- 0:00 Quality in performance management
- 0:43 Defining quality and customer needs
- 2:02 Conformance versus perceived quality
- 5:31 Why quality matters strategically
- 6:15 Process quality and operational impact
- 7:10 ISO 9000 standards and certification
About this lesson
You'll explore the distinction between conformance quality (meeting technical standards and eliminating waste) and perceived quality (meeting customer expectations), and understand why quality matters strategically—from customer satisfaction and competitive advantage to cost reduction and profitability. The lesson introduces key concepts including quality processes, the role of consistency, and external standards like ISO 9001 certification that organisations can use to demonstrate quality management capability. This foundational knowledge sets you up for the quality management tools covered in Advanced Performance Management, including Target Costing, Kaizen, Just in Time, Total Quality Management, and Six Sigma.
Duration: 9m
Transcript
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