Various definitions of quality are described in the text: transcendent definition, product-based definition, user-based definition, value-based definition and definition based on manufacturing. Each definition of quality emphasizes the most important measures related to that outcome. The definitions also rely heavily on the consumer's perspective on the results achieved in relation to customer satisfaction. Understanding the deliverables required by the consumer is usually the simplest method of defining quality. Customers can be considered prospects, existing customers and internal customers. Internal customers, less often discussed, are imperative for assessing quality. Internal customers are stakeholders, employees or shareholders. In any business function, customers are at the heart of operations. The motivation for a customer-centric approach is the appreciation of quality. In the eyes of a consumer, this is imperative. Understanding customer needs and expectations is the most difficult part of evaluation. From my previous experience, this is the most difficult part of quality assessment. My personal professional background is sales oriented and a large part of my work involves determining customers' definitive needs. It is not uncommon for the customer not to completely understand