One must first understand how the term is described to be able to understand the roles that quality plays in an organization and this is much easier and easier to say than in action. Quality can be defined from many angles and in objective and subjective terms. According to Garvin's five approaches to defining quality; Transcendent is synonymous with “innate excellence”; The quality traits are absolute and world famous. The first consideration of this view is that it does not provide a way to measure quality and therefore for managers to make decisions. Product-based views, quality of a product represented by a measurable attribute. For example, the quality of a car may be reflected by its horsepower rating and/or mileage. Although this approach to defining quality is quantitative, it assumes that the value of specific attributes for each customer will vary greatly. The user-based approach is essentially the “the customer is always right” view of quality. This is a very subjective view as each customer determines how quality is defined. Another...