Quality Apathy Update
The Quality Digest link to the article, "Quality Apathy" has been fixed. It's an excellent article, one we should all read. Writer Scott Paton who blogs as The Quality Curmudgeon cites Starbucks as a good example and GM and Ford as bad examples of what's right and what's wrong with quality in America.
What I would add is that to find quality in the United States on a regular basis, we need to turn to the small business. Small business owners can't afford to give bad service and it shows. Despite lacking the resources of the giant companies, the independent entrepreneur has the advantage of being right there, on the front line. He also has the urgency that comes from needing each and every customer to stay in business.
Starbucks is good, no question. But, there are thousands of independently owned coffee shops in America that are just as good, many that are better. The same applies for just about every facet of US business.
What I would add is that to find quality in the United States on a regular basis, we need to turn to the small business. Small business owners can't afford to give bad service and it shows. Despite lacking the resources of the giant companies, the independent entrepreneur has the advantage of being right there, on the front line. He also has the urgency that comes from needing each and every customer to stay in business.
Starbucks is good, no question. But, there are thousands of independently owned coffee shops in America that are just as good, many that are better. The same applies for just about every facet of US business.
posted by Mike at 4:04 PM
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