Define quality in your work place, then ask 5 additional people to define quality. How many different answers will you have? Ask 5 of your customers to define quaility. Again how many differnt anwers will you now have now?
*Truth is quality is defined by your customers. Have you ever tried to fix something by spending money on what you believe will take care of your customers concerns. Then later you reolize that you just threw your money out the window. It did not fix your problem. Make it easy on yourself "just ask your customer what they want"!
Always take care of the Basics first. We may have the cleanest, most friendly repair facility in town with great amenities, but if we don't fix the car the customer is not going to return!
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