So the third and fourth definitions of quality are related to customer expectations, there might be some 2
overlap between the conformance which we talked earlier and expectations. Just to make the difference 3
clear when I bought my vacuum cleaner which had five years of warranty, it worked for five years. 4
So that means it conformed to the requirement, it conformed to the agreement but that was not my expectation 5
that after five years and two months this vacuum cleaner will stop working. 6
My expectation was that this vacuum cleaner which has worked five years would definitely be working 7
for another five years so that was my expectation. 8
So even though this has met the conformance part of the quality but it has not met the expectations 9
part so that's the difference between conformance and expectations. 10
And when we say customer expectations that means quality is what customers says it is. 11
So it's not the manufacturer, it's what the supplier of the services or the product which decides whether 12
the product is a quality product it's the customer which decide based on what expectations they had from 13
the product that customer or client will decide whether the product is a quality product or not. 14
So this was about meeting expectations. 15
Let's look at the next slide and talk about exceeding customer expectations on that next slide.