Management Myth # 2—Quality Systems and Processes Guarantee Good Outcomes

Abstract

Mary was becoming more and more frustrated. Her bank decided to stop a special arrangement she had with her previous bank manager. This arrangement allowed Mary to undertake certain transactions expeditiously. This arrangement was different, however, to standard bank policy. Due to the bank lacking a system to record such an arrangement, Erica, the new staff member refused to honor Mary’s previous arrangement with her bank manager.

Despite the emphasis on the customer, quality is assessed, ironically, not by the end-user but by whether or not the organization has met certain internal criteria. And if so, the organization gets the literal seal of approval by a regulatory body for meeting industry standards. And if not, the organization forfeits its QA certification. The customer isn’t consulted.