Quality:

Quality may be measured in numerous ways, the most common being scrap cost, warranty cost, rework cost, and inspection and other costs related with quality control. All these ways share the same limitation: emphasis on cost. The difficulty is not that cost-focused measures are unimportant; this is that they are insufficient. Little may be learned from cost measures about the details of where quality problems lay or what should be done to develop quality or prevent problems. The biggest omission is failure to consider the customer: what quality means to the customer, how well products and services meet customer expectations, where the organization falls behind, and what must be done to meet customer needs. In order to maintain a strong quality position, an organization required two separate, but integrated, sets of measures: process focused and customer focused.