on Quality

Customer obsession works!

Everyone wants to and aims to have 'quality', but tend to lose sight of it in the journey.

The problem lies in the ephemeral nature of quality. You have it now, you can lose it the next moment!

I use a simple trick to lock down quality - and its called Customer Obsession.

[I do not see 'customer' here with a narrow lens, it could be employees, another team...]

Here are a few simple steps to get 'customer obsession' right and lock down 'quality'