“'Quality' in a product or service is not what the supplier puts in. It is what the customer gets out and is willing to pay for. A product is not 'quality' because it is hard to make and costs a lot of money, as manufacturers typically believe. That is incompetence. Customers pay only for what is of use to them and gives them value. Nothing else constitutes 'quality.'”— The Essential Drucker, page 172
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Ain't it the truth! Not sure what else there is to say...
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