Quality and Standards
The gap between what you mean and what gets done — and how to close it.
The Standard Only You Can See
The gap between what you mean and what gets done is not a communication problem. It is a location problem — your standard is in the wrong place.
Why You Still Drive Back to Check
Task completion is easy to track. Quality is not — unless you have made quality explicit. Here is the gap most service businesses never close.
Why Two People Doing the Same Job Produce Different Results
They are both doing good work. It is just not the same work. The consistency gap is not a people problem — it is a standard location problem.