What is quality? Quality can be defined only in terms of the agent. Who is the judge of quality? In the mind of the production worker, he produced quality if he can take pride in his work. The difficulty in defining quality is to translate future needs of the user into measurable characteristics, so that a product can be designed and turned out to give satisfaction at a price that the user will pay. This is not easy, and as soon as one feels fairly successful in the endeavor, he finds that the needs of the consumer have changed, competitors have moved in, there are new materials to work with. (Walter A. Shewhart) What qualities create dissatisfaction in the customer’s mind? How do you know? The quality of any product or service has many scales. (Sem ch 4? ch6?)
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