A Quality Definition Continuum

Managers have recognized the strategic importance of quality in current competitive markets. With no universally accepted definition of quality, managers, customers, and researchers communicate with difficulty. We describe and organize sets of quality definitions into a continuum, illustrating the relationships between definitions. We describe the impact of each of these descriptions upon the attainment of a sustainable competitive advantage for the firm. The quality definition continuum can serve as the basis for understanding some principles of total quality management implementation and success.