Chapter 10: Enforcing Quality


Overview

Picture this: you and your lover are dining out at a wonderful Italian restaurant. You re seated at an elegant table with a white tablecloth, shining utensils, and crystal glasses . The warm glow of the candlelight makes everyone look great. There s Puccini on a distant speaker, and the scents of sizzling vegetables, steamy pasta, and crushed garlic drift from some hidden kitchen.

Everything is perfect: the waiter attentive, but not overbearing. Warm bread, followed by a crisp salad, and a delicious dinner that looks as good as it tastes. All in all, it s a magnificent evening out. You re feeling swell, so you order two cappuccinos and Italy s best dessert: tiramisu.

Dessert arrives and you and your date each take a bite ”and oh! It tastes like wet cardboard! Just awful ! The worst taste you ve ever had in your life. Now no matter how excellent the evening had been, this one bite has ruined it all. Your entire evening has been ruined by this bite.

Hopefully this will never happen to you, at least the dessert part. But what happened ? How did such a wonderful experience go from excellent to horrible? Someone, likely the pastry chef, didn t do his job. Now the hard work of the chef, the wait staff, and the proprietors is all ruined, or at least tainted, by a letdown in quality management.

Quality management is the process of ensuring the entire experience, the entire process for the management and for the customers, is excellent.




IT Project Management
IT Project Management: On Track from Start to Finish, Third Edition
ISBN: 0071700439
EAN: 2147483647
Year: 2004
Pages: 195

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