Is it to simple to use what I believe is an IBM phrase.
"Quality is conformance to customer requirements", to which I would then
add "continually delighting your customers".
There is the underlying assumption that you talk to your customers and
that they are able to articulate quality in a meaningful way and I know
that this is not always the case.
I would also like to echo your thought that it is usually how the
system/standard is operated that causes the problem and this is often
related to the fact that some managers think they are doing a good job if
the unthinkingly apply the systems rules.
Ian Saunders
Transition Partnerships - Harnessing change for business advantage
tpians@cix.compulink.co.uk
--tpians@cix.compulink.co.uk (Ian Saunders)
Learning-org -- An Internet Dialog on Learning Organizations For info: <rkarash@karash.com> -or- <http://world.std.com/~lo/>