This is not a recipe for quality or good Human Resource Development. When we really think about it, there s not much we do in our respective businesses that our competitors can t do. There s not much technology they can t buy or duplicate. By investing in our people we make them more competent, more confident, more valuable to our customers and more valuable, in turn, to our organization. It s true that having more staff or opening more hours costs money, but if the staff we are presenting to our clients and prospective clients are competent, we will reap the rewards, and so will our staff.
People don t intentionally try to do badly at their jobs.
Often we find that people work around poorly designed management systems or company policies to satisfy customers. The actions that TC 176 talks about include defining the process we need to have in place to get to our goal. A process as such gives us a higher level of confidence that we can deliver what our customer wants. A process approach will help. Another action that is part of this approach is identifying and measuring inputs and outputs of the process we are looking at.