What is QUALITY ? I remember distinctly in a college Org Behavior class when I first heard this question as it was posed to us by our professor..... in the end he said QUALITY = The CUSTOMER I remember pondering that for a long time....at first it didn't make sense to me intuitively. I always associated Quality with words like: The best, high competence, expensive, durable, reliable, excellent....
So, there are many definitions. Here is a generic one that I will use for the purpose of my post today:
Measure of excellence or state of being free from defects, deficiencies, and significant variations. or in other words: "The totality of features and characteristics of a product or service that bears its ability to satisfy stated or implied needs."
So, ultimately, only the customer can say what is or is not "Excellent"....not the producer of said service or product, even if they continuously improve that product or service again and again....it is not up to them to know, rather it is up to the "consumer" or Customer to decide if their needs are truly met or not. That is why some feel McDonalds is high quality - because they know exactly what they get every time they go. Others would disagree and relegate McD's to be on the "low" side of quality. Just as some would rate a Ferrari as extremely high quality, there are others who value reliability, do not.
The other day, I learned something about QUALITY TIME . I was at my in-laws out on their deck, which overlooks the 11th fairway of a golf course. A very peaceful and serene setting with the Red Rocks of Southern Utah as the backdrop against lush green grass and trees of the 11th hole. I was laying down on a comfy lawn recliner allowing the warmth and natural ambient noise gently waft me to a near dozing state. My son Braden came out (10) and he came over and gently moved onto the recliner with me and snuggled in. It was a wordless moment and I put my arm around him securing him in. 1/2 hour passed and we both fell into our own respective dream states and slept. When one of us stirred, it woke the other and as silently as he slipped in, he snuck out and went on his way. No words were spoken, yet I felt incredibly fulfilled and satisfied and my sense was that he did too.
That small experience told me that "The totality of features and characteristics of a product or service that bears its ability to satisfy stated or implied needs" had been accomplished. I wasn't "selling" anything to him...in this case being "quality time" with kids...but rather a service was rendered unconsciously that satisfied impled needs of both of us...not just Braden.
It forced me to re-think what the world calls "quality time". Is there a difference between a spending "time" vs "quality time" with kids? Does spending 12 hours in a car going to Disneyland automatically mean you are spending "quality time" with your kids? Or, the promise of spending a "day" together that is mostly about getting "check boxes" checked off and less of any real interaction? Have you ever spent "time" doing a puzzle or game with a kid, while your mind and heart are really somewhere else? Isn't that still Quality Time?
I don't think the Parent "producer" gets to define what Quality Time is or means......the Kid "customer" does. All the planning for the best "product/service" in a parents mind for quality time will most likely fall short if it doesn't meet the stated or implied needs of the customer. How easy for me to fall into that trap of self-deception convincing myself that by spending "time" with my kids that I would automatically be "filling their needs"....
Sometimes I may get lucky, but maybe it is time for me to start surveying my customers a bit better....spending more time getting insight from Heaven on what their "implied" needs might be, and listening to those they are "stating" that I often gloss over and less about what I think they need...
