Paradox of Excellence

星河

It sinks in the Quality System Forum.I feel sad because it is my first posted topic and no body support or discuss on it.


Paradox of Excellence.
Hope to have a wide discussion .Enjoy your opinoon . lol.

Many companies discover their improved performance doesn't translate into higher perceived value. In fact, it simply shifts the customer's expectations upward, causing the customer to take the new, improved performance for granted.

"High-performance companies unwittingly create unrealistic customer expectations that become impossible to meet. [... This is] the paradox of excellence: 'the better you perform, the more invisible you become --- to everything but bad news.'"

Think that's malarkey? How often do you think about your electric utility? Only when the bill shows up and when the power is out, right? Your power company is invisible to you except when these two bad things happen.

星河

sucks. it sinks here too. Frustrated.

孤独的鱼

Buddy,can you speak Chinese?As you know,not everybody here good at english like you.
They didn't know what you mean,and how will they discuss with you?