CHAPTER 2: SERVICE QUALITY AND ISO/IEC 20000
What is quality?
According to the American Society for Quality (ASQ), it is defined as follows: ‘A subjective term for which each person or sector has its own definition. In technical usage, quality can have two meanings:
1. The characteristics of a product or service that bear on its ability to satisfy stated or implied needs.
2. A product or service free of deficiencies.’
The Standard ISO9000 defines quality in the following way: ‘Degree to which a set of inherent characteristics fulfils requirements’. (Note: The term ‘quality’ can be used with adjectives, such as poor, good or excellent. ‘Inherent’, as opposed to ‘assigned’, means existing in something, especially as a permanent characteristic.) ...
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