Demonstrated that quality is defined from the customer's point of view as anything that enhances their satisfaction. Duran stated fitness for use those product features which meet the needs of customers and thereby provide product satisfaction, freedom from deficiencies. American Society for Quality, defined quality as the totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs. Seo PC also known as the customer operations Performance Center, or the Holy Book of the business process outsourcing states, quality is defined as knowledge of Asians that would enable them to provide accurate and consistent solution to the customer at the very first step. International Organization for Standardization, also popularly known as ISO, defines quality as the degree to which a set of inherent characteristics of a product or service fulfill requirements. Simply stated, quality comes from meeting customer expectations.

This occurs as a result of four activities, understanding customer requirements, designing products and services that satisfy those requirements, developing processes that are capable of producing those products and services, and controlling and managing those processes. So they consistently deliver to their capabilities.