Quality in a product or service is not what the supplier puts in. It is what the customer gets out and is willing to pay for. A product is not quality because it is hard to make and costs a lot of money, as manufacturers typically believe. This is incompetence. Customers pay only for what is of use to them and gives them value. Nothing else constitutes quality.
—Peter Drucker
Chapter 12
Quality and Testing
It is quality rather than quantity that matters.
—Seneca, Epistles
The Definition of Quality
What is quality? How does one define quality? A layman might think that quality is about achieving one’s best, going beyond what is expected. However, the accepted definition of quality concerns meeting specifications. Quality is the best ...
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