We have defined "quality", we have thought a little bit about the techniques used to manage quality, so now is a good time to emphasise that managing quality well is strategically important for a range of organisations.
I could have done this by just repeatedly saying "Quality is strategically important" for 25 minutes. Instead, this video shows four short examples highlighting diverse aspects of the strategic importance of the management of quality.
We will revisit these and other examples as we push on towards Christmas.
If you only take one insight from these examples it is that managers might decide the way to prevent these problems is to introduce procedures and try to make sure that the procedures are followed. But is this always the right response?
This will be the main question we address in week 2.
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