Quality Capsule – The Road to Excellence – Demystified

The Road to Excellence - Demystified - Suresh Lulla

This article was published in DIALOG: International Edition, Vol 2 | August 2021.

At my seminars and workshops on Performance Excellence, the most frequently asked question is: What is the difference between Quality and Excellence?

My long answer starts with a question to the participants: Who defines Quality?

The response is typical: The Standards Organization. And they are right. But….does this Quality attract customers?

Let’s imagine a typical conversation between me and a participant.

Let’s call this participant Sam.

Me: Sam, in the business world, Quality is defined by the customer. The customer is the final inspector. Further, the customer pays your salary.

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