U.S. leaders are focusing today on quality to restore the country's
competitive edge. We know now that an emphasis on quality improves overall
productivity and reduces costs.
As a nation, we used to think just the opposite, that quality costs,
that you have to create products of high quality. As a result we emphasized
productivity at the expense of quality and began to lose many of our
customers as competition increased. Our customers wanted quality and the
competition was able to offer it at a price that customers were willing to
pay.
We're smarter now. Quality is defined by the customer. It always has
been, but we didn't have to listen after World War II when everything we
produced, good or bad, had a market. No
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