Quality

• Prevention
• Appraisal
• Internal Failure
• External Failure

An organisation that establishes a quality program will see savings that more than pay off the cost of the program.

• Fitness to Standard
• Fitness to Use
• Fitness to Cost
• Fitness to Latent Requirements

Meet customer needs before customers are aware of those needs

The product or service does exactly what the specs say it will.

Performs to specification but also satisfies the customers need for any reasonable use

With the first two fitnesses met, the lower the cost the better.