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Quality can be defined from various perspectives. Some describe it as "meeting or surpassing customer expectations," while others view it as "fitness for use" or "adherence to requirements." In the context of Six Sigma, quality is quantified as "the number of defects per million opportunities."

In today's dynamic business landscape, the significance of quality cannot be overstated. To thrive in a competitive market and address the challenges of globalization, industries must prioritize maintaining high standards in their products or services. This necessitates the implementation of a well-defined quality management approach. Regardless of whether it pertains to manufacturing or services, enhancing product quality has become the central objective for all sectors.

The concept of quality has historical roots that extend beyond modern times. Even before the industrial revolution, craftsmen in medieval Europe formed guilds, dedicated to establishing rules aimed at elevating the quality of their products and services. The industrial revolution introduced the "craftsmanship model," where artisans and "masters" ensured products met stringent quality standards before being sold locally.

The "factory system," another outcome of the industrial revolution, consolidated resources—people, materials, machines, and capital—within workshops to produce and deliver high-quality goods to the market. However, the 19th century witnessed the rise of the "Taylor System," championed by Frederick W. Taylor in the United States. This system emphasized a scientific approach to work and productivity improvement. While it led to mass production, product quality occasionally suffered. This concern prompted the creation of dedicated inspection departments to scrutinize products before reaching consumers.

The trajectory of the quality movement shifted significantly during World War II. Quality became a critical aspect of the war effort, with the U.S. armed forces rigorously inspecting military equipment for safety and reliability. Walter Shewhart's "Statistical Quality Control" emerged as an efficient technique to manage this process, recognizing that real processes exhibit periodic and random behaviour.

Japan experienced a quality revolution after World War II, catalysed by figures like Joseph M. Juran and W. Edwards Deming, mentored by Shewhart. Their efforts contributed to Japan's transformation into an economic superpower.

In the 21st century, the pursuit of quality continues, with ongoing development of new techniques and methodologies to enhance quality standards. Quality, therefore, is not a destination but an ongoing journey that all business processes must undertake.

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