Imperative: Always on Target
Here’s where businesses/organizations falter:
Not delivering the product/service that the customers expect. Two recent encounters showed where a business/organization took for granted that whatever they deliver will be OK.
OK is not good enough. Not only does a business have to deliver a quality product/service it also must:
Get Consistently Better
An example: McDonald’s French Fries. Making those fries is a complex process stating with growing the potatoes to processing the fries and then the final deep fry and delivery to the customer.
McDonald’s has to make those fries consistent….that’s what customers expect. Does McDonald’s get consistently better….sometimes yes….sometimes no.