Six Sigma for Managers, Second Edition (Briefcase Books Series), 2nd Edition

Defining Quality and Measuring Performance

Quality is never an accident; it is always the result of high intention, sincere effort, intelligent direction and skillful execution; it represents the wise choice of many alternatives.

—attributed to John Ruskin (1819–1900)

Many managers operate their organizations by idealistic generalizations—that is, they accept and communicate certain statements they believe to be true about their operations. However, when they are pressed to objectively justify their belief in these axioms and to explain how axioms provide appropriate guidance, they’re often at a loss.

They may say, “We are committed to quality” ...