Quality professionals obsess about processes. We are so focused on processes that we sometimes forget that people who aren’t directly involved in quality don’t understand the importance of them. When we see process failure or processes that don’t make sense, they stick out like sore thumbs. Everything that gets done is the result of some sort of a process. There are, however, poorly designed processes, poorly implemented processes, inefficient processes. . . you get the idea.

I’d like to share an example of a process problem that illustrates the importance of having, understanding, and implementing an effective and efficient process.

My wife and I have long wanted to remodel our kitchen. We decided we wanted to replace our 1980s-style tile countertops with granite.

I’m not handy and granite countertops aren’t something easily done by the do-it-yourselfer, anyway. It just so happens that a manufacturer of kitchen countertop surfaces is located right here in Chico. It advertises a one-stop solution for your new or remodeling needs. We also checked with the Big Box stores--Lowe’s and The Home Depot.

We decided to go with the local company, which offered a very good price and had a reputation for good quality products.

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