To build a total quality management system that identifies customer needs (OM)The totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs

synonymous with superiority or excellencetranscend , to rise above or extend notably beyond ordinary limitsboth absolute and universally recognizable, a mark of uncompromising standards and high achievement

a function of a specific, measurable variable and that differences in quality reflect differences in quantity of some product attributeoften mistakenly assumed to be related to pricethe assessment of product attributes may vary considerably among individuals

determined by what a customer wants with different standardsfitness for intended use, or how well the product performs its intended functions

Quality lies in the eyes of the beholder.

the relationship of usefulness or satisfaction to priceproduct is one that is as useful as products and is sold at a lower price, or one that offers a greater usefulness or satisfaction at a comparable price

the desirable outcome of engineering and manufacturing practice, or conformance to specificationsSpecification targets and tolerances determined by designers of products and servicesTargets the ideal values for which production striveTolerance specified because designers recognize that it is impossible to meet targets all of the time in manufacturing

quality is about manufacturing a product that people can depend every time they reach for itconformance to specifications is a key definition of quality because it provides a means of measuring qualityspecification is meaningless, if they do not reflect attributes that are deemed important to customer

CustomerProduct based perspectiveMarketingUser based perspectiveManufactureValue based perspective

Quality is meeting or exceeding customer expectations.External customersInternal customers

Customer-driven quality is fundamental to high-performing organizations.

The ability of a product or service to meet customer needs