A recent news story focusing on the ever-increasing need for tools to enforce traffic laws made me reflect on the use of tools to enforce quality. Maryland State Police experimented with night-vision goggles to determine whether motorists have their safety belts fastened; violators are ticketed. Law enforcement officials also use cameras for catching those speeding, violating traffic signs and for "aggressive driving." A Washington, D.C., metro-area driver would be well advised to follow the law-there's no telling who's watching.
Likewise, in the quality field, there is an abundance of standards, guidelines and tools that act as quality "traffic laws" and enforcement tools. Catching scofflaws includes using auditors, associations, internal monitors-and even the customer. But, if quality is something to be sought, and that can make a competitive difference, why is there such a need for "enforcers" to ensure quality?