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Readers of this book have most likely used or heard the word quality. The concept of quality is centuries old. Many authors have defined quality, and some of these definitions are as follows:

 Joseph M. Juran defined quality as “fitness for intended use.” This definition implies that quality means meeting or exceeding customer expectations.

 W. Edwards Deming stated that the customer's definition of quality is the one that really matters. He said, “A product is of good quality if it meets the needs of a customer and the customer is glad that he or she bought that product.” Deming also gave an alternative definition of quality: “A predictable degree of uniformity and dependability with a quality standard suited to the customer.”

 Philip B. Crosby defined quality as “conformance to requirements, not as ‘goodness' or ‘elegance.'” By conformance, he meant that the performance standard must be zero defects and not “close enough.” He is known for his concept of “Do it right the first time.”

The underlying concept in all these definitions is much the same: consistency of performance and conformance with the specifications while keeping the customer's interests in mind.