What is quality?

Traditionally, quality was seen as an expression of the superiority of a product, meaning that it might work better, or last longer, or just look nicer. Usually higher grade materials were used and more care was put into its manufacture and finish. Usually a quality product cost more money, but was worth it if one took into account its attributes – and, of course, if one could afford the extra cost. But quality is not the same as luxury, which represents opulence, i.e. products that are better than they need to be to serve their primary purpose, and is typically more expensive. After all, even if you are a successful sales rep with a large territory you don't need a Lexus for driving around the country – but you do need a car that doesn't break down, is preferably not too fuel hungry, and is comfortable (because you'll spend several hours each day sitting in it).

From a basic product manufacturing perspective, quality can be defined as conformance to specifications – specifications that are set by the manufacturer, based on the manufacturer's experience of what the customer wants. This can, of course, be discovered by carrying out customer surveys or by looking at sales figures. But in service industries the concept of quality is rather more difficult to define.