Quality is conformance to requirements - nothing more, nothing less. - Philip B. Crosby

The first erroneous assumption is that quality means goodness, or luxury, or shininess or weight. The word "quality" is used to signify the relative worth of things in such phrases as "good quality," "bad quality," and that brave new statement 'quality of life.' 'Quality of life' is a cliche because each listener assumes that the speaker means exactly what he or she, the listener, means by the phrase. It is a situation in which individuals talk dreamily about something without ever bothering to define it.

Quality is free, but no one is ever going to know it if there isn't some sort of agreed-on system of measurement. Quality has always suffered from the lack of an obvious method of measurement in spite of the fact such a method was developed by General Electric in the 1950' s as a tool for determining the need for corrective action on a specific product line.

The problem of quality management is not what people don't know about it. The problem is what the think they do know.