Qualität ist, wenn der Kunde zurückkommt – nicht das Produkt. Quality is when the customer comes back, not the product. A 2025 article about Porsche Consulting quoted it as a saying attributed to the founder of a traditional German department store chain. The article does not name him.
The same article then turned to process. Nicht nur das fehlerfreie Produkt zählt, sondern vor allem der Umgang mit Fehlern. Not only the faultless product counts, but above all the way errors are handled.