Level two quality products and services need only satisfy customer expectations. The authors discuss the philosophies of eight quality experts - Crosby, Deming, Feigenbaum, Ishikawa, Juran, Pirsig, Shewhart, and Taguchi - each of whose definition of quality is presented in sidebar articles.

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Quality 101 introduces quality concepts to help you understand what quality means and how it is used every day. It is a fully narrated online course with examples gathered from a variety of industries.