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... Chapter 17 Excerpt: 'Defining Quality'
As mentioned in section three, the word "Quality" actually has two component meanings. The first meaning addresses reliability. In this respect, products and services are deemed to be high quality if they reliably meet customer expectations. The second meaning pertains to the number of features that a product or service has. Here, high quality status is given to products and services that allow customers to do what they could not do with other, lesser products and services. However, the paramount question is not how much quality your company can design into your products and services. Rather, what matters is how your company defines quality.
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