Defining quality is one of the approaches that most organisations find most difficult. They hide behind general terms like "good" or "better, faster, cheaper" without really understanding what the objectives are or how to achieve these.
In this holistic view of quality, the focus starts on the requirements from various people involved in the approach, and then moves out to consider what are the forces that impact or influence that objective. The process is underlined by a definition of the metrics required to control the development of quality throughout the life-cycle.