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. This is incompetence. Customers pay only for what is of use to them and gives them value. Nothing else consitutes quality.
Peter F. Drucker – Austrian-born American management expert (1909-2005), Quotations book 2005