2. Quality is conformance to requirements. Accepting this defini¬tion of quality means that managers and quality professionals will get to¬gether to agree on requirements. The operators of an auto repainting shop might agree on these requirements for a quality paint job:
The customer must be pleased with the appearance.
No visible smudges will be accepted.
All trim is placed back where it belongs.
The paint must not start to blister before 12 months.
