A recent survey by ASQ and Forbes Insights found that leaders and quality management professionals from all sorts of enterprises agree on some quality culture fundamentals. One is that customer expectations and experiences are the ultimate criteria for determining what quality is and the degree to which their organizations deliver it. That’s the good news. The bad news is that organizations could do a whole lot better to uncover, understand, and satisfy customer priorities.

This insight could be a big advantage if everyone agreed on what a culture of excellence is, including the degree to which they operate within the culture and what the key drivers and practices would be. They don’t. Not according to the survey findings in the white paper “Culture of Quality: Accelerating Growth and Performance in the Enterprise.”

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