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In the manufacturing industry it is commonly stated that “Quality drives productivity.” The best way to think about quality is in process control. If the process is under control, inspection is not necessary. All types of equipment are manufactured in accordance to relevant standards, including performance testing requirements.
One view of quality is that it is defined entirely by the customer or end user, and is based upon that person's evaluation of his or her experience. The customer experience is defined as the aggregate of all the interactions that customers have with the company's products and services. For example, any time one buys a product, one forms an impression based on how it was sold, how it was delivered, how it performed, how well it was supported etc.
