The Principles of Quality
I could not define quality, so I delved into some reading and came up with interesting quotes, one defining it from a negative perspective.
Any person of any philosophic persuasion who sits on a hot stove will verify without any intellectual argument whatsoever that he is in an undeniably low-quality situation: that the value of his predicament is negative. This low quality is not just a vague, woolly-headed, crypto-religious, metaphysical abstraction. It is an experience. It is not a judgment about an experience. It is not a description of experience. The value itself is an experience. As such it is completely predictable. It is verifiable by anyone who cares to do so. It is reproducible. From "Lila" by Robert Pirsig
Another quote from the same author:
To an experienced Zen Buddhist, asking if one believes in Zen or one believes in the Buddha, sounds a little ludicrous, like asking if one believes in air or water. Similarly quality is not something you believe in, quality is something you experience.
So the principles of quality all have this end goal of "experience", not the repeatable verifiable negative experience but exactly the opposite.
In my mind, as we do the technical and creative work for the graphic arts industry, this "experience" is all the more important.
We have a continuous improvement program at Affinity Express aimed at getting that high-quality experience to our clients. It is centered around some principles that we value and that are shared with all employees.