Definition of Quality: Meeting, or exceeding, customer requirements now and in the future. i.e., The product or service is fit for the customer's use. Only the customer can determine quality.

Cost of Quality:

• Control costs
  • Prevention
    • Training, data management, planning
  • Appraisal
    • Incoming materials inspection, final good inspection
• Failure costs
  • Internal failure
    • Scrap, rework, downtime
  • External failure
    • Warranty, returns, complaints

Discussion Question: Recall a bad experience that you recently had. What led to the service failure? Consider such dimensions as tangibles, reliability, responsiveness, assurance, or empathy for your post.