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Quality is the outcome of the sum of all of the features and characteristics of a program, process, or service that impact the ability of employees to meet or surpass the needs and requirements of a customer. Quality is a measure of excellence; quality defines desirable characteristics of a product, a process, or a service.

Quality refers also to the character traits of an individual. One of the qualities of a leader is his or her ability to share the mission and vision in such a way that people want to follow and accomplish the goals.

Also Known As: Quality Assurance

Additional Quality Resources and Information


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