Internal failure costs including scrap and rework. External failure costs including warranty costs, complaints etc. Feigenbaum today The new 40th Anniversary edition of Dr A V Feigenbaum's book, Total Quality Control, now further defines TQC for the 1990s in the form of ten crucial benchmarks for total quality success. Quality is what the customer says it is. Quality and cost are a sum, not a difference.
Quality requires both individual and team zealotry.
Quality is a way of managing. Quality and innovation are mutually dependent. Quality is an ethic. Quality requires continuous improvement. Quality is implemented with a total system connected with customers and suppliers.