Leaders need to encourage an organisation-wide commitment to quality and positive examples to people in the organisation

President Uhuru Kenyatta and NASA leader Raila Odinga

Quality is king. We can never overemphasize the role that quality plays in our lives. From the service that you receive from a company to the pen that one uses, it requires a quality management system to ensure the end product or service meets set standards.

As a trainer in Quality Management Systems, I am often asked what exactly quality is. In fact, when I bounce back the question to the trainees, many define quality based on attributes such as goodness, beauty, look or feel. This is however imprecise as individual perceptions of the same attributes differ. This is further confirmed by the saying “beauty lies in the eyes of the beholder”.