“The first erroneous assumption is that quality means goodness, or luxury, or shininess or weight. The word "quality" is used to signify the relative worth of things in such phrases as "good quality," "bad quality," and that brave new statement 'quality of life.' 'Quality of life' is a cliche because each listener assumes that the speaker means exactly what he or she, the listener, means by the phrase. It is a situation in which individuals talk dreamily about something without ever bothering to define it.”

—  Philip B. Crosby

Source: Quality Is Free, 1977, p. 14-15

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Philip B. Crosby photo
Philip B. Crosby 11
Quality guru 1926–2001

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