I’ve heard many times over the years that quality means many different things to many different people, a topic that Paul Borowski blogged about this month. Some people use a definition that refuses to define it, that quality is in the eye of the beholder, or that they don’t know what it is, but they know it when they see it. But I think that Roberto Saco’s circuitous definition (Pg. 40) really comes close to describing quality in a way that matches how I have internalized quality. When you take quality to a third level that embraces sustainability, we have the ability to have an impact on the future. When I talk to my kids about quality, I think that they have started to see those connections, which is exciting. How do you define quality?