Sustainable Learning LO11726

Ian Saunders (
Wed, 8 Jan 97 08:43 GMT0

Replying to LO11700 --

Is it to simple to use what I believe is an IBM phrase.

"Quality is conformance to customer requirements", to which I would then
add "continually delighting your customers".

There is the underlying assumption that you talk to your customers and
that they are able to articulate quality in a meaningful way and I know
that this is not always the case.

I would also like to echo your thought that it is usually how the
system/standard is operated that causes the problem and this is often
related to the fact that some managers think they are doing a good job if
the unthinkingly apply the systems rules.

Ian Saunders
Transition Partnerships - Harnessing change for business advantage

-- (Ian Saunders)

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