Delivering Two Kinds of Quality

Success starts with making products that work. But appealing to a customer's aesthetic taste is also essential in today's marketplace

As I write this, the petroleum executive sitting next to me on the plane has carefully unpacked his Bose QuietComfort 2 headphones and iPod nano, which has me thinking about the meaning of quality. The Japanese actually have two words for quality -- and an understanding of each is necessary to compete today.

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