For too long we have had ‘experts’, senior managers, civil
servants and politicians telling us how to achieve high quality. We should
ignore them. Those who understand quality issues best are usually those who
deliver or those who receive the services. Harness that understanding in
manageable chunks – by the week, by the day, by the hour – and it can be the
beginning of a slow, incremental but relentless journey to levels of quality
that have hitherto been thought impossible.
