No matter what you produce, whether a product or service, it must be fit for its purpose, it must have the right features to satisfy customer needs, with little or no failures. . . . Customers and suppliers sometimes differ in their definition of quality. To most customers quality means those features of the product or service which meet customer and user’s needs. Suppliers have defined quality as conformity to specification at the time of final test, and they have failed to consider packaging, transport, storage, reliability, maintainability.