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We
stand at a critical point of judgment. With 'Assurance' being
defined as a function of human psychology, given the
'inadequate past' and impending 'imperfect future', we have to
make order out of chaos. We have only one tool at our
disposal-the redoubtable human mind. We need human minds in
the present tense, watching each step of the process and being
a part of it.
The use of statistics and forecasting is very limited at the
business wave-front, after most of the glaring gaps have been
closed. The edge of competitiveness is in the present, which
is rapidly descending into the past. The rate of change
presents us with two choices-to measure, analyze and
continuously chase a real small gap in time, or deal with the
present and be open to surprises in the future. |
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The
paranoia is not about the customer but what the other guy in
this business is doing to the customer.
The underlying truth is that a product or a service, which
satisfies a particular customer need, will continue to be
regarded as good quality as long as competition allows it to
be.
You can delight customers only once by one initiative. The bad
news is that there is no direct correlation between sales and
such delight. No delight is possible without an interwoven
sacrifice for the incremental element. And then that element
of delight is a one-time thing. |
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