Fuzzy + Expensive = Useful?

Executives as well as customers demand quality from technical communicators. However, the requirements of both groups seem hard to combine: Executives want quality to be achieved inside the company by applying quality standards without causing any delay or additional costs. Establishing customer-based quality, on the other hand, usually demands extra money and extra time. Nevertheless both demands can and should be utilized for developing a user-oriented quality system.

Bock, Gabriele. TC-FORUM (1998). Articles>Usability>Quality