Summarize Juran suggested that quality should be viewed from both external and internal per- spectives; that is, quality is related to (1) product performance that results in customer satisfaction, and (2) freedom from product deficiencies, which avoids customer dissatis- faction. Juran proposed the user-based definition of quality we introduced in Chapter 1: "fitness for use." How products and services are designed, manufactured and delivered, and serviced in the field all contribute to fitness for use. Thus, the pursuit of quality is viewed on two levels: (1) the mission of the firm as a whole is to achieve high design quality; and (2) the mission of each department in the firm is to achieve high- conformance quality