In our everyday lives, we often make subjective judgments about quality, like “this food sucks” or “this event is amazing.” These statements reflect our personal perceptions and experiences. However, what we consider high quality may be viewed differently by someone else.
Why Quality is Subjective
A software product, for instance, exists to solve human problems. Thus, assessing its quality requires us to consider various human factors such as emotions, experiences, knowledge, goals, and moods. Attempts to define quality as something purely objective often fail because they overlook these critical aspects.
Bold Truths About Quality
- Quality is not objective: It can’t be fully defined by one person’s perception.
- Quality is dynamic: It changes with time and context.
- Quality can’t be completely measured: Only indicators can be measured, not the totality of quality.
These points may seem unsettling because people often fear what they cannot control, define, or measure. However, embracing this uncertainty is key to truly understanding quality.
Defining Quality: More Than Just Meeting Requirements
Traditional definitions from standards like ISO and IEEE focus on meeting specified requirements. However, these definitions often reduce quality to a checklist of features, missing the human element. Are humans satisfied by merely having their functional needs met?
Imagine if our food was just a flavorless hunk of protein that met our nutritional needs. While it might keep us alive, it wouldn’t satisfy our emotional and sensory experiences associated with eating. Similarly, what we find acceptable today may not be tomorrow as our tastes and preferences evolve.
The Human Element in Quality
Our perception of quality is influenced by our knowledge, experiences, and intentions. What was once good enough may no longer be acceptable as we grow and learn new things. This variability makes it essential to consider the context and the changing needs of the audience.
An Enlightened Perspective on Quality
James Bach and Michael Bolton’s definition from Rapid Software Testing offers a more holistic view: “Quality is value to some person, at some time, who matters.” Let’s break this down:
- Value: What someone is willing to do or pay for, influenced by their context.
- Some person: Understanding who this “some person” is crucial to targeting quality efforts.
- At some time: Recognizing that people’s needs and emotions change over time.
- Who matters: Identifying whose opinion matters most within the context of your goals.
Why Understanding Quality Matters
Knowing what quality means in your specific context is vital for business success. According to the World Quality Report 2019, a top concern for executives is having QA contribute to business growth. Good quality fosters business growth because companies that provide lasting value thrive.
Achieving Quality: Know Your Audience
To deliver quality, you must understand who your key stakeholders are and what they value. This focus allows you to align your product or service with the needs and expectations of those who matter most.
Final Thoughts
Quality is a complex, subjective concept that can’t be fully captured by objective standards alone. By understanding the human factors and evolving contexts that shape perceptions of quality, we can better meet the needs of our audience and achieve lasting success.
Embrace Quality for Business Growth
“Leaders who embrace the idea that companies live and die by quality as perceived by their customers and make it their mantra will adapt and grow with them. Those who focus on functionality and internal definitions of quality won’t.” – Ronald Cummings-John and Owais Peer, “Leading Quality.”
By shifting our focus to a more holistic understanding of quality, we can better serve our customers and ensure long-term business success.
