ISO 9001:2015 clause 4.2—“Understanding the needs and expectations of interested parties” requires the organization to determine the “requirements of these interested parties that are relevant to the quality management system.” The recent two-day conflict that Facebook lost to F.B. (Fluff Busting) Purity and Adblock Plus illustrates the rare but important situation in which houses of quality contend much as the houses of Capulet and Montague feuded in Romeo and Juliet.

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