The Practical Drucker

CHAPTER  |  SEVENTEEN

Quality Is Not What You May Think

Every organization says it has “quality,” but just saying you have it isn't enough. Quality is a necessary and important part of any product or service you offer, whether that product or service is an automobile or an airplane, a potential candidate for a job, or the due diligence conducted by a consultant, attorney, or accountant prior to an acquisition. The word also reflects what you mean by quality. But do you ever think about what quality means to your customer?

For instance, the speed at which you provide your service is likely part of quality, either as seen by you or your customer. However, is this speed fast or slow? In a fast-food restaurant, most customers want the pace of service ...