Having measurable quality objectives that are customer focused is an integral part of any business or quality management system (ISO 9001:2015 clause 6.2.1), and Tesco has often made some of their quality objectives visible to the public – e.g. past objectives have included serving a customer within 30 seconds and opening up a new lane if existing queues are full. Similarly , when a famous fast food chain opened its first UK stores in London back in the seventies, it offered free food to anyone not served within 5 minutes.
So, what can we give this award to? It would have to be something that has improved the quality of our lives without causing any harmful side effects. Yes, it’s a toughie! How about giving the award to the satellite navigation system, known to its friends as the satnav? The device that makes even the worst of map readers look like they know what they are doing (even if their sense of direction has not actually improved at all). Now finally, the driver does not have to stop every five minutes to check a map and auditors can arrive at an audit on time.
*The Guardian reported Kantar data w/e 24 March 2019, showing a 27.4% share, comfortably ahead of Asda and Sainsbury’s