Quality in a product or service is not what the supplier…
“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 constitutes quality.”
About This Quote
This interpretation was drafted with AI assistance. It is one reading of the quote, not the author's own explanation.
Quality is defined by the value perceived by customers, not by production cost or effort.
In simple terms: Quality equals customer value, not maker effort.
Key Takeaway
Focus on delivering what customers value.
Themes
customer focus
value
quality perception
Mood
pragmatic
critical
Type
business
marketing
When to use this quote
- product development
- service design
- pricing strategy
- market research
Key Concepts
value‑based design
customer satisfaction
Questions to Reflect On
- What do customers truly value?
- How to measure perceived quality?
A Different Perspective
Costly features may not improve perceived quality.