chapter  1
4 Pages

What is Quality?

Why is the word ‘Quality’ (although an everyday word), often misused, mis­ quoted and misunderstood? Probably this is because when most people talk about the quality of an object, or service, they are normally talking about its excellence, perfection or its value. In reality, of course, they should be talking about how much it meets its designed purpose and sat­ isfies the original requirements.