Quality: mind and heart in the organization

Abstract

The main point about quality is that companies are obliged to satisfy monsters. This is a concept that the author introduced 15 years ago in order to introduced Total Quality in Italy. The monsters are our customers. Customers are always human beings, but we know only to well that we are never satisfied. The best solution is to love the monsters. As stories show, the bad monster will, if loved enough, turn into a handsome prince or beautiful princess. If we are to love the monster, to gain his or her trust and to find better ways in which to meet his or her needs, we must transform our company into a gymnasium. The brains and hearts of everyone who works in this company should be exercised in this gym. For the brains, we have to transform our athletes in little ‘scientists’. For the hearts we need to pass from the traditional method of personnel management, which might in general terms be described as one based on ‘control’, towards management based on ‘education’.