... of consistency, reliability and lack of errors/defects worded somewhere in the definition. The principle of the quality professional has changed considerably in recent years. From its modest beginnings in the manufacturing department, it is now expected along with other infrastructure professions such as IT, HR and Finance, to contribute at the level of the organisation in question. David Straker, the author of the article What is quality? That first appeared in Quality World, the Journal of the Institute for Quality Assurance which is found in the Harvard Business Review, 2000 considers both existing definitions of the word quality and tries to come up with a few new ideas of his own. At its simplest level quality can be said to answer these two questions - 'What is wanted?' and 'How do we do it?'. Alternatively, the area that has always been associated with the word quality is the area of processes. From the ...

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