Do these quotes sound like the problems facing Hank Kolb

1
Do these quotes sound like the problems facing
Hank Kolb?

• We are too concerned about keeping rejects (or
  complaints) down instead of quality up.
• We are too busy keeping imperfection under
  control, rather than trying for perfection.
• We keep burning the toast and then scraping it
  clean, instead of fixing the toaster. Some of us
  are even learning to like burnt toast.

2
The Eight Dimensions of Product
Quality
Reference David A Garvin, Competing on the
Eight Dimensions of Quality, Harvard Business
Review, November-December 1987, pp. 101-109.
3
The Seven Dimensions of Service
Quality
Reference Operations Management, authored by
Roberta S. Russell and Bernard W. Taylor III, and
published by Prentice Hall.
4
Strategic Implications of the Dimensions of
Quality

• Pursue a selective quality niche. To distinguish
  your product or service from those of your
  competitors, use some but not all of the
  dimensions of quality. (It is unwise and often
  impossible to pursue excellence in all
  dimensions.)
• Conduct market research to determine which of the
  dimensions of quality are most important to your
  customers. Do not introduce or persist with
  dimensions of quality that are unimportant to
  your customers.