Quality is a multifaceted concept often misunderstood. While we’ve all heard car dealers tout the “high quality” of their pre-owned vehicles, the term remains elusive.

In manufacturing and service industries, quality is more concretely defined as conformance to requirements. Essentially, it’s about how well a product or service meets its specifications or expectations.

I often find myself arguing that McDonald’s boasts a high level of quality. This assertion often raises eyebrows, as many associate quality with high-end products or services. However, they’re confusing quality with grade. McDonald’s may serve a lower-grade product than a high-end steakhouse, but it consistently delivers a product that looks and tastes the same worldwide. This consistency is a result of meticulous standardization and measuring the factors that are Critical to Quality (CTQ) implemented by Ray Kroc when he acquired the McDonald’s franchise.

Identifying and measuring CTQs is crucial for maintaining quality. Are you measuring the right CTQs? How frequently are you monitoring them? Do you have data indicating that your CTQs are within tolerance, yet customer satisfaction remains low?

Let’s work together to: Analyze your current processes, Identify and prioritize CTQs, Implement effective quality control measures.

Share your experiences and insights in the comments below.