Para reflexão

Excelente texto a merecer ser lido por muita gente: "Why CMM, ISO and other Quality initiatives don’t capture the hearts and minds….":

"Many organizations fail in their quest for Total Quality Service, not because their leaders don’t understand the conceptual or technical requirements for achieving it, but because they don’t realize that the heart of the service journey is spiritual rather than mechanical. They will bureaucratize the whole thing and make it look like every other “program.”
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Too many quality initiatives are sterile, intellectual and administrative from start to finish; they don’t appeal to the human heart. They are based on a view of the organization as an apparatus rather than a society. They don’t start with human energy as the focus of change."