How can you delight employees, society and mother earth?

The most actionable definition of Quality is ‘Fitness for Use’. Such Quality can result in more than customer satisfaction  …. something similar to customer ecstasy / delight. It should earn a “WOW” from your customers!

Customer delight happens when we offer the right product / service features to our customer, free from deficiencies. The former addresses customer satisfaction – why customers come to you? And the latter addresses customer dissatisfaction – why customers complain to you?

As you will note customer satisfaction and customer dissatisfaction are two ends of the same pole. Therefore, the absence of customer dissatisfaction does not mean customer satisfaction.

Now expand the definition of customer to include employees, society and mother earth. This is culled from the term Sustainability.

When employees are dissatisfied they turn rebellious. Guaranteed. Further, when satisfied, they do not climb a steeple to announce delight!

When society is dissatisfied it turns even more rebellious. Absolutely certain. On the other hand, when satisfied, they allow you to exist.

When mother earth is dissatisfied …. it is the end! No debate. What can we do to satisfy our very patient mother earth?

So the real issue is: How can we delight employees, society and mother earth?

Traditional logical thinking will take us to where we are headed. BANG.

My recommendation: Try conducting three focused Creativity Labs. This will be a proactive approach that can deliver significant  innovative solutions.

Also, remember to include a few children in the three labs! They will love Brainwriting and Imaginary Brainstorming!!


7 thoughts on “How can you delight employees, society and mother earth?”

  • Sir your posts are unique and triggers thought that inspires to do more, seek new relevance. … The best always!!!

  • The new customer groups (employees, society and mother earth) have been ignored as most of the quality improvement efforts have been intangible. It would be good if Qimpro can conduct these creativity labs sector by sector.

  • Hmmm! A nice and crisp read! What I love about the article is the ability to create a focus on “Mother Earth”. I would be excited and committed to serve a customer like Mother Earth than merely protecting the environment. Mother Earth or Dharti Ma sounds so much more personal and endearing! The second thought about getting children involved is a novel one but we will also need to include child facilitators to teach the “adults” not to be judgemental. Today’s children are frank and clear thinkers, and the experience may be brutal for some of us!

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