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. These are the ten benchmarks for total quality in the 1990s. They make quality a way of totally focusing the company on the customer - whether it be the end user or the man or woman at the next work station or next desk. Most importantly, they provide the company with foundation points for successful implementation of its international quality leadership.