"Quality in a service or product is..." - Quote by Peter Drucker
Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.
More by Peter Drucker
“Decisions of the kind the executive has to make are not made well by acclamation. They are made well only if based on the clash of conflicting views...The first rule in decision-making is that one does not make a decision unless there is disagreement.”
“Unless a decision has degenerated into work, it is not a decision; it is at best a good intention.”
“Mother Teresa's numerical results were not her greatest contribution. Instead, she made the world-and especially India-conscious of compassion.”
More on Quality
“Modern poets add a lot of water to their ink.”
“If your mind carries a heavy burden of past, you will experience more of the same. The past perpetuates itself through lack of presence. The quality of your consciousness at this moment is what shapes the future.”
“If the race is good, so is the place.”
More on Customer
“True marketing starts...with the customer, his demographics, his realities, his needs, his values. It does not ask, "What do we want to sell?" It asks, "What does the customer want to buy?"”
“Business enterprise is an organ of society. There is only one valid definition of business purpose: to create a customer.”
“Making changes to better appeal to customer is INNOVATION.”