I had an interesting debate with a group of delegates on a course recently. We were discussing 'quality' and what it meant to each of us. Each delegate was asked to come up with the name of a company which to them was a good example of a quality company. The usual names such as Apple appeared on the list but so did McDonalds and that got the group talking! Some delegates were horrified at the idea of McD's offering a quality product but as we teased this one out the group eventually came to understand that 'quality' means meeting customers needs and expectations and that if you want a quick and relatively low priced meal which you can grab and go then a Big Mac (or a Chicken Royale if you prefer!) might just hit the spot in a way that a sit down meal in a posh restaurant just couldn't, but that if you wanted a candlelit supper for two, to treat the one who is special in your life, you'd be lucky to escape alive if you took them to McD's! What's your quality product or company, and why?
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