Carlos Venegas

Quality = Trust. On a primitive, emotional level, quality is trust; poor quality is mistrust. Here’s an example: my wife and I purchased a washer and drier from a national department store. It took five visits from delivery and repair people to install the units correctly. And that’s not counting the numerous phone calls my wife made to arrange and confirm the visits. The service was so poor it was laughable. (To be fair, the service people were doing their best; by my assessment, it was their service and repair systems that were broken.) Anyway, we don’t trust that company anymore. Why is this important? When your company skimps on quality, or cheats on quality agreements (explicit and implicit), you are saying “we may be untrustworthy; we can’t be trusted.”  And if you do nothing to manage your quality, then you are saying that you are ok with that.