The earlier definition of Quality included a statement about needs which are “stated” or “implied”.
Most problems with Quality arise from needs that are “implied”. These are the needs or the promises that are “assumed” in the mind of the person receiving the product or the service. Usually, such “implied” needs would have been missed during the stage of Quality Planning.
Example: an organization took backups of its data regularly. This was clearly stated in a documented procedure. Everyone agreed that the Quality of the Backup Process was high until it was realized that the backed up media was not being checked. This resulted in some tapes being erroneously backed up. Therefore, an “implied” need was not stated: check the backup by random restoring of tapes.
It is the responsibility of Quality Planners to “convert” all implied needs into stated needs.