Information Technology Reference
In-Depth Information
Quality in a product or service is not what the supplier
puts in. It is what the customer gets out and is willing to
pay for. A product is not quality because it is hard to
make and costs a lot of money, as manufacturers
typically believe. This is incompetence. Customers pay
only for what is of use to them and gives them value.
Nothing else constitutes quality.
—Peter Drucker
