Ask fifty people in your company to define the meaning of quality , and I guarantee you will get fifty different responses (or maybe a few "Don't knows"). Whilst continuing our Small Business Model approach to understanding quality management, let's look at the ISO9000 view on the meaning of quality, and related quality mangement terms.
At a minimin, getting your quality terms closer to the accepted definitions as you do your sales pitch in the IT services industry (managers and sales staff), is a great start to enspiring customer confidence and buy-in. In the following diagram, I have captured a breakdown of five common quality terms that all IT professionals should really be familiar with in a modern, successful and customer focused company (of any size).