Peter Drucker is known to have a fantastico quality approach towards customers
Different stakeholders have different approach towards quality
Whether it is a product or service, customer always needs a fantastico quality
Peter Drucker has a very valid point bout quality and quality approach. It does not matter whether we are talking about product quality or the service quality, the approach has to stay fantastico all the time. A focused approach is a must. Though the perception changes among various stakeholders, the basic approach has to be the same. It is the customer who has to be on the top in this regard. Peter Drucker puts high emphasis on what customer demands as compared to what we deliver to the customer. Instead of putting all the perspectives or variants at the same level, the one from the customer should be kept on the top. Here is the quote from Peter Drucker that is quite crisp and clear.
“Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.” ~Peter Drucker
In a few words, a lot has been said in the above quote. Let us take an example of a student who prepared hard for examination. In the examination, he answers every question and fills additional sheets. The teacher, on the other hand, could not get the quality in the answers given by this student. Although there is a lot of stuff but if the teacher couldn’t make any sense out of it, there is no use of it. The effort of preparation and filling so many sheets, all goes waste. The important factor of quality is missing in the answers. So despite student pumping in a lot of stuff in each answer, the teacher couldn’t get out of it the desired output. Hence, the result will never be good for such student.
A recent case that I remember is about buying chocolate from an online store. The cover of the chocolate said it contains roasted cashews. While eating, I could never get any taste or crunches of roasted cashews. In fact, it turned out to be just a plain milk chocolate. It was from a well-known foreign based company. The overall impression was so bad about this company. I decided to never purchase another chocolate from the same company. That is what happens in terms of quality. Once you have committed to deliver the best, it has to be the best. It has to match with the customer expectations. And on top of it, it has to deliver what customer expects. A small drop in the delivery in comparison to the expectations of the customer is more than enough to spoil the complete show.