According to Websters, quality is a peculiar and essential character, an inherent feature, or distinguishing attribute. Jim Juran, the legendary guru on the subject, defines it as fitness for use. Philip Crosby, the well-known practitioner of quality management and author of Quality is Free, says it means conformance to requirement. The Six Sigma man, Howard Gitlow, defines it as surpassing customer needs and expectations throughout the life of the product. And James Harrington, the prolific writer and international quality advisor, says its about meeting or exceeding customer expectations at a cost that represents a value to them.