Quality means meeting the minimum set of requirements in a product's specification and then
being delighted that the customer's expectations have been met and exceeded. Therefore, the goal
of a business should be to find out customer needs and then fine tune the process to ensure that
they are met.
Quality improvement concepts have developed over several decades. They began simply as a
method for detecting defective products by inspection at the end of the production line. In recent
years the emphasis has changed from inspection to prevention. Today sampling methods monitor
processes and keep them under control. The ultimate aim, of course, is zero defects.