Business Zen: Quality and speed can't be compromised

Russell Bell

The intangible value which is captured in quality and speed is immense -- it is where you separate outstanding businesses from mere participants in the market. When these qualities are mastered -- that is, value at the highest level can be delivered with speed -- it is not long before a business is a market leader and commands a level of customer loyalty which is the envy of its competition.

Quality, without speed, is less desirable but is sustainable because, in some cases, your clients will take comfort in the fact that quality is delivered every time, no matter how long it takes. This is especially the case if it concerns a major investment.

Where things come unstuck is where speed exists but there is no quality or where neither exists and I assume that on our journey, in business or otherwise, we have experienced these at some stage.

Sometimes businesses deliver sub-par performance because their systems and processes are such that low quality deliverables are a fait accompli.

It is here where the mantra "we have always done it this way" results in service or products which don't cut the mustard.

In today's market, whether you are a producer, a support business or a retailer, the accessibility of other providers -- locally and via the web -- means those who dwell in the low-quality, low-speed sector won't last long. I caught up this week with a client who is rectifying this type of performance, to see how the change initiative is progressing.

We have set in place solutions to problems that are years in the making but readily corrected.

A lot of what was required was resetting the strategic direction of the business and communicating that to the team (the way the direction was communicated is also important).

And because strategy drives all other aspects of business, we then addressed secondary concerns like culture, which was easily improved after communication became more effective.

Now that the business has an up-to-date strategy and structure, customers (the most important part of the equation) are reaping the benefits.

They are well on their way to operating in the high quality/high speed sector.

I close this week with a hat tip to the undisputed champion of quality and speed delivery -- Jolt Coffee House.

I know I reference Jolt a lot but, being a self-confessed "coffeeholic", I have high expectations for quality and speed because coffee is the acknowledged fuel of consultants.

Mark and the team have the quality and speed equation sorted. In fact, when the speed increases, the quality actually moves upwards with it. You may recall a past article on the little things, such as knowing a customer's preferences and anticipating requirements. Again, this business is a high performer.

Balance Consulting is a Whanganui consultancy specialising in business strategy, process excellence and leadership mentoring -- contact Russell Bell on 021 244 2421 or John Taylor on 027 499 5872.