Making the Case of SR and Big Q
This month, Paul Borawski, CEO of ASQ asks us to tell him “how we’re making the case for quality and social responsibility. And if you’re not—why?” in his post:
To me, standing at that intersection, of Quality and Social Responsibility, is the Analyst (known by many different names) and their clients, who should have some semblance of a clue regarding their Stakeholders – which is more than the Customer, or the Customer’s Customer, or the Customer’s Customer’s Customer, etc.
This is one of my Stakeholder Hierarchies…
This model, a frame of reference for Analysts, was first published by me back in the day, March 1995:
The Customer Is King – Not! – 15 page PDF – the original version of the article published in the Journal for Quality and Participation in March 1995 – address Balancing Conflicting Stakeholder Requirements, and suggests that the Customer is Not the King of Stakeholders (despite the unfortunate slogans from the Quality movement despite Deming’s admonitions about slogans).
I had grown very tired of too many of my clients parroting slogans such as “the Customer is King” despite Deming’s protestations about such. When I’ve had my fill of such nonsense, when in the immortal words of Popeye, “that’s all I can stands cause I can’t stand no more,” I write about it. Things are never so simple as “the Customer is King.” Despite our wishes.
Now I also “cartoon” about it, in the spirit of diversity. Hey, we all need an outlet.
The Customer is surely a Stakeholder, and as my graphic up above suggests – for illustrative purposes only – as your view might be different – the Customer leads the definitions of “what is needed, when, by whom and at what value/cost ratio. But they don’t have final say.
Check out the article in the link above – or if you can, go to the published article available via ASQ – here.
In the real world, we have many master to serve – and things ain’t as simple as we would always like them to be.
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