From an interview with Steve Jobs, December 19, 1991, in Redwood City, California.
Here Jobs talks about the nature of quality in products and services.
STEVE JOBS: . . . (People) form their opinions on quality from their own experience with the products, or the services. And so one can spend enormous amounts of money on quality. One can win every quality award there is. And yet, if your products don't live up to it, customers will not keep that opinion for long in their minds.
And so I think where we have to start is with our products and our services. Not with our marketing department. And we need to get back to the basics and go improve our products and
Now, again, quality isn't just the product or the service; it's having the right product. You know, knowing where the market's going and having the most innovative products is just as much a part of quality as the quality of the construction of the product when you have it.
My thoughts: Steve Jobs nailed it. At the time of this interview he was still several years from returning to Apple. But he walked the talk. The success of Apple demonstrates the strength of Jobs's assessment of the role of quality.