Whether it’s employee or customer satisfaction, or product and service quality issues, do you really know what’s happening in your organization? What are you currently doing, or being directed to do, that doesn’t make sense and makes you feel like you are going around in circles? Yet these are actions you find yourself doing repeatedly. Do you have control to stop them, to raise questions? Are you the source of the problem?

When we talk about quality we often hear, “What are you talking about. That has been around here for years. Quality is no longer a value added it’s an expectation.” I must be living on a different planet, because on the one I live, there is still most certainly room for improvement. There is still an opportunity for quality to create differentiation. See if any of the following examples sound familiar to you. If so, were you the receiver or the instigator?

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