Quality in a product or service is not what the supplier puts in. It is what the customer gets out and is willing to pay for. A product is not quality because it is hard to make and costs a lot of money, as manufacturers typically believe.

Summary

This quote emphasizes that quality should be measured from the customer's perspective, rather than being solely determined by the efforts and expenses of the supplier. It challenges the common belief that a product's quality is directly proportional to its intricacy and cost of production. Instead, quality is defined by what the customer receives and is willing to pay for. In other words, it implies that true quality is determined by the satisfaction and value perceived by the consumer.

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