The Definition of Quality by John R. Haws
	Quality is that which makes a product (or person) stand out above the rest.  Quality is substantially better than most other products (or persons) of like kind.  You know quality when you see it or experience it.  Quality is better than the ordinary and more than the customer expected.  Quality pays attention to the smallest detail.  Quality is not sloppy and it is not necessarily the fastest.  Quality gets better over time.  It is always improving, always getting better.  Quality is so good that you want it again and again.
	March 2003 Return to Essays