Chapter 17


I have offended God and mankind because my
work didn’t reach the quality it should have.

Leonardo da Vinci

As an individual, one’s commitment to the high quality of what you do is a reflection of your commitment to yourself, in that your are committed to your own success and have a high self image.

Over the last fifty years there has been an increased focus on quality by organizations.

This has resulted in the various quality enhancement movements like quality circles, total quality management, six sigma, ISO, CRM etc.

These have indeed resulted in a considerable improvement in the quality of products and services delivered to customers resulting in ever increasing customer expectations.

Research shows that some employees in some organization tend to have a poor impression of the quality of the products and services that their own organizations provide.

This could be because most employees are not in direct contact with customers. Or such team members have not been involved in the quality enhancement measures.

Furthermore the perception that their organizations do not produce good quality, results in a drop in the respect they have for the managements of their organizations.

This results in a drop in their commitment to the quality of their own work, and causes a downward spiral and a drop in the quality of the company’s products or services.

This also results in a higher a attrition.

Thus you should ensure a direct link between customer feedback and employees, so that all employees know the true picture and can take pride in the company’s commitment to quality.

You should recognize that quality is a state of mind. If you have a mind set for good quality products and services you will tend to strive for it.

You need to develop a quality consciousness in all aspects of your life, at home and at work for quality to permeate all areas of your life.

The pursuit of excellence

in quality of work, always

gets positive results.