Quality is Excellence!

I offer you a range of random thoughts and idea’s on what Quality is, emphasising that Quality is Excellence of Experience. It is not just the characteristics of a product or the designed in functions of a service provided but those hidden and non-linear aspects of the overall process experienced.

The Quality is 100

  1. Quality is Hello spoken with meaning
  2. Quality is enthusiasm when answering the phone
  3. Quality is enthusiasm when replying to an email
  4. Quality is enthusiasm when replying to a message
  5. Quality is Thank-you
  6. Quality is Sorry
  7. Quality is being a master of really listening
  8. Quality is extreme listening
  9. Quality is being thoughtful
  10. Quality is being kind to your subordinates
  11. Quality is being kind to your customers
  12. Quality is being kind to your suppliers
  13. Quality is enough light
  14. Quality is not too much noise
  15. Quality is clean restrooms
  16. Quality is impeccably clean restrooms
  17. Quality is the CEO/MD walking about
  18. Quality is the CFO/FD walking about
  19. Quality is getting to work on time
  20. Quality is being at meetings on time
  21. Quality is getting to every meeting on time
  22. Quality is being prepared
  23. Quality is turning your phone off at meetings
  24. Quality is remembering to use the right protective equipment
  25. Quality is not turning a blind eye
  26. Quality is challenge
  27. Quality is remembering a persons name
  28. Quality is taking time to ask how a person is
  29. Quality is asking what do you think?
  30. Quality is taking responsibility
  31. Quality is ownership
  32. Quality is extreme ownership
  33. Quality is cleaning up the mess
  34. Quality is understanding things go wrong
  35. Quality is reducing waste
  36. Quality is a checklist
  37. Quality is washing your hands
  38. Quality is asking those on sick leave how they’re doing
  39. Quality is visible management
  40. Quality is getting things done
  41. Quality is hiring people better qualified than you
  42. Quality is equality of opportunity
  43. Quality is strategy
  44. Quality is operations
  45. Quality is first line management
  46. Quality is simplicity
  47. Quality is purpose
  48. Quality is best practice
  49. Quality is innovation
  50. Quality is revenue growth
  51. Quality is respect
  52. Quality is no litter
  53. Quality is informative notice boards
  54. Quality is free drinks for delivery drivers
  55. Quality is free wash facilities for delivery drivers
  56. Quality is rest facilities for delivery drivers
  57. Quality is empathy for others
  58. Quality is ethos
  59. Quality is principles
  60. Quality is finishing on time
  61. Quality is including instruction manuals
  62. Quality is including maintenance advice
  63. Quality is packaging
  64. Quality is employees
  65. Quality is demanding performance
  66. Quality is not tolerating less than excellent performance
  67. Quality is understanding that 100% of your salary comes from paying customers
  68. Quality is taking time to explain
  69. Quality is coaching for performance
  70. Quality is mentoring for performance
  71. Quality is looking forwards
  72. Quality is not looking back
  73. Quality is learning from the past
  74. Quality is making mistakes
  75. Quality is learning from mistakes made
  76. Quality is understanding your employees are more important than your customers
  77. Quality is embracing customer complaints
  78. Quality is appreciation
  79. Quality is process
  80. Quality is process interfaces
  81. Quality is the point
  82. Quality is a worthy competitor
  83. Quality is better than yesterday
  84. Quality is defence
  85. Quality is offence
  86. Quality is naturally how things are done
  87. Quality is being professional
  88. Quality is a commitment
  89. Quality is safe practice
  90. Quality is everyone involved
  91. Quality is smiling
  92. Quality is brand
  93. Quality is understanding all employees represent the brand
  94. Quality is touch-points
  95. Quality is worth the effort to be fanatical about it
  96. Quality is individual learning
  97. Quality is team learning
  98. Quality is organisational learning
  99. Quality is the Senior Management Team learning
  100. Quality is who ever tries the most wins

More than just a little bit inspired by Tom Peters

Philip Dawson MBA | Organisational Consultant | Trainer | Systems Thinker | Excellence Evangelist

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