Standards?

Thursday, April 13, 2017

The original meaning of the word “standard” referred to a flag, the sort of flag an army would fly in a battle so their troops, not always the most organised of people, would know where to go after they overcame their bloodlust and confusion.

It was the place they tried to be. It was an objective.

And that’s what standards are today. We have targets, principles and benchmarks that our managers or boards set for us. They’re places we’re meant to go. A standard might be to answer the phone within three rings, to respond to enquiries from prospective customers within twenty-four hours or to resolve a complaint within seven days.

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