Kind of makes you wonder: who thought quality was ever an accident? But the truth is, a business can get so focused on things like efficiency, volume of sales, delivery, etc, that they forget that customers only care about two things: quality and value. And they can't have the latter without the former.
Michael Byrnes, StrategyPal founder
We love Kaplan at StrategyPal, but sometimes he needs translating. Here, he's basically just saying that everything you do in-house to design, develop, produce and distribute your goods or services must be predicated on one question: 'What's in it for the customer?' Keep the answer to that question at the forefront of your operations, and you'll keep the customer much more than satisfied.
Ah, yes. ATD. Attention to Detail. It's become a buzzword in business, and like so many buzzwords, it has been rendered nearly meaningless. On the plus side, focusing on the fine details leads to quality, perceived value and enhanced reputation. On the minus? Botched details - shoddy packaging, missing parts, directions full of typos - can put your customers off. And the horrible news? They'll probably never tell you. So don't forget: God - and the Devil - are both in the details.
Return to top of page
Copyright © 2017 · StrategyPal