How a little word can mean a lot (the story of quality)

The words we use matter; really understanding what they mean for your organisation matters even more. Consider the story of quality…

Honesty, integrity, quality, fun, teamwork, customer satisfaction… any of this sounding familiar? These words form part of the all-star list, and it is almost certain that at least one or two will be found somewhere on every corporate values, vision or mission statement. But what do these words actually mean (and I am not talking about the dictionary definition)?

Let’s take one of the all-time best sellers – quality – as a case study.