How many times we hear of this word and the related concepts and standards needed to be met in order to be certified as an ISO 9000 (and following…) organization.
But are we sure about the meaning of Quality? Are we sure about its strategic importance for a company to be profitable?
The former question involves some considerations about how we are accustomed to perceiving quality. Most of us take it as a concept strictly linked to the high performance of making products and delivering services with reference to the processes to make and deliver them.
It looks like only the business pursuing a Differentiation strategy would embrace the quality concept. It isn’t always this way.........