The people layer
"From selling shoes to writing software, every product has to have a
strong “service” layer. People enable this layer. At the local shoe
store, things were not meant to be that way, but people made them so. In
a knowledge/service oriented world, quality of product, environment
and infrastructure is just the beginning. Quality of interaction,
quality of care, quality of being human, quality of walking that extra
mile to delight the customer matters more. They need to complement each other."
Read "The Attitude of Quality" at QAspire.
Read "The Attitude of Quality" at QAspire.
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