- THE MAGAZINE
- WEB EXCLUSIVES
Articles by Scott Dalgleish
Who do you think paid for that stack of catalogs in your mailbox? You did. The companies that send them are smart. If they didn’t have good reason to believe that you would buy plenty of stuff to justify sending you a catalog, then they would stop sending them. I know there are cases where you keep getting a catalog from a company that you rarely buy from, but generally speaking, you are getting those catalogs because you keep paying for them with the products you buy.
When we arrived at the dentist’s waiting area, my son and I were greeted by name before we reached the counter. The receptionist was kind, the waiting area was sunny, and they had high-quality toys and a cool fish tank that kept my busy-body son mesmerized until his appointment.
When it was our turn, we went back to the examining room where my son and I sat on the floor with the dental assistant. She took each of the dental instruments and showed them to my son. She explained how each instrument worked and how she was going to use each one on his teeth. I don’t know how much he understood, but he had a fun time watching and playing with those instruments that I found frightening as a kid.
The main reason that so few organizations fully utilize quality improvement methods is because they have a short-term focus in their business. For the quality profession to meet its full potential and play a strategic role in organizations, it needs to listen to its customer-top management-and start developing and offering quality improvement methods that show short-term results.