When we talk of quality in the view of the customer, the definitions become softer. Different customers may deem the same product or service quite differently. The difference i… See more

Restaurant example
The business view of excellence would focus on the kitchen and the staff. Are they following recipes, are the meals produced the same e… See more

Excellence inside an organization is not the same as quality judged by the customer. With this understanding you may realize why a number of High-Quality (in your view) companies … See more

Often excellence inside and outside an organization is not structurally integrated in the company’s overall business management system software. Organizatio… See more