I was having a conversation with a friend the other day about the quality of a particular technician’s work, and even though we roughly agreed on the “goodness” of the work, we couldn’t really agree on the “quality” of his work. Yes, the work was passable. But was it the kind of work we felt good about? This made me think about what “quality” means and why we use the word even though we don’t seem to understand it in a finite way. How do we know when a product is a quality product?