by Lee Fried, on 16 Oct 2006 07:57 am
The Journey
Quote of the Week
At the end of my day on Friday I had a conversation with one of my peers about a new service the organization is about to offer our patients. The service will be incredibly difficult to administer and the verdict is still out if it will be considered value added by the patient. I left the conversation wondering if the organization had gotten so caught up in finding a way to operationalize this new service that maybe we forgotten to continue to ask why it would be of value in the first place. Thus when I saw this quote today I could not resist.
“Quality in a product or service is not what the supplier puts in. It is what the customer gets out and is willing to pay for. A product is not quality because it is hard to make and costs a lot of money, as manufacturers typically believe. This is incompetence. Customers pay only for what is of use to them and gives them value. Nothing else constitutes quality.”
Peter F. Drucker