How important is quality today?

You’re a 4 star hotel… Do you replace the poster or leave it hoping that nobody thinks you take the same slapdash approach to your service etc?

There was a time – in the 80s and 90s – when quality gurus would tell you, without any doubt, that this poster should be removed as soon as the error was spotted and replaced with a corrected version. Their arguments were around subliminal messaging, to both customers and staff, that a slipshod attitude to standards was alright in this establishment.

However, the firms that were the loudest proponents of these ideas in the West (Motorola, General Motors, and many others) have largely disappeared off the radar of current best management practice.

And yet, the speed of transmission of these kinds of issues, through social media especially, ironically make them potentially far more serious in terms of reputational damage.

So, what would you do?

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