So", you might ask, "What is quality, anyway?" The word quality repeatedly infi ltrates our discussions and interactions as we work to produce or choose a product. The Oxford English Dictionary devotes more that 3000 words in its effort to defi ne the many variations on the use of this word. We may all have diffi culty with a defi nition, but we do know what we mean. The customer of the product or service defi nes many aspects of its quality while those who are producing defi ne many others. Stated in its simplest terms, quality is the condition or state of a person, thing or process.Elements of quality management systems began with a publication by Shewhart in 1931 1 providing a footing for quality processes based on a scientifi c and/or statistical footing. He stated: "A phenomenon will be said to be controlled when, through the use of past experience, we can predict, at least within limits, how the phenomenon may be expected to vary in the future. Here it is understood that prediction means that we can state, at least approximately, the probability that the observed phenomenon will fall within given limits." 1 The evolution of quality management systems were infl uenced by experiences in World War II. During the war, individuals involved in the production of reliable devices (weapons and other implements to support a war effort) for the consumer (soldier) to do their job effectively tied the entire system from raw