KC 3.3.1 - Purpose of a Quality Model

At a broader level, the two views of quality in terms of ground level expectations are looked in terms of the following parameters:

External view

Market shares, customer satisfaction -
Customers expect that state of the art processes and technologies are employed.

Internal view

Profit and loss, people satisfaction, growth - Internal needs exist: Management of Skills & Resources, Risks Management

To wrap in few sentences, the purpose of a Quality Model can be listed down in the following points:

1. To satisfy business goals and objectives
2. Requirements are imposed by a customer
3. For competitive reasons

• to expand market share
• to extend market penetration
• to better support the customers (real need)
• to be more profitable

4. As a guide (roadmap) to continuous improvement

• to improve competitiveness (productivity)