Expectations

Quality is sometimes defined as, simply, meeting expectations.  A product that meets (or exceeds) our expectations is declared a quality product.  The moment, though, when a product does not meet expectations (such as a new laptop failing within the first few weeks), then the quality of the product is immediately questioned.

In the knowledge work environment, expectations are often not clearly stated or known.  Or, they are amorphous, ‘weasel-word’ type goals, like “be more productive”.   These expectations are difficult to measure against, and so it’s easy to be disappointed.  Move away from vague:  set expectations that are tangible or measurable.