Quality is the entirety of facial
appearance and distinctiveness of
creation or service that bears a capability
to congregate an acknowledged or
implied want (Arnold & Holler, 1996;
Ross & Joel, 1999). According to Juran
(1988) it is fitness for use and according
to Crosby (1979) it is conformance to
requirement. The concept of quality
according to Sallis (1997) is usually
considered in two ways: Procedural
concept of quality and Transformational
concept of quality. Procedural concept is
concerned with measuring up and
ensuring conformity to a predetermined
specification. The question that is asked
is does this good or service do what is
asked or expected from it? This is fitness
for purpose. Transformational concept of
quality views quality as a complex
process with a wider canvas. It focuses
on the softer and more intangible aspects
of quality. It has less to do with systems
and procedures and more to do with
continuous improvement and
organizational transformation. These
softer concepts are care, services and
social assistance being provided. This
type of quality can be achieved through
exercise of leadership, which establishes
a vision that translates into clientage
services. This approach is about
improving the system. It is about “doing
things right, not just doing the right
things. This concept of quality aims for
excellence and is satisfied with fitness
for purpose. Excellence is an aspiration
and striving for the best.