Quality in a product or service is not what the supplier puts in. It is what the customer takes out and is willing to pay for. It is a huge effort to make every co-worker understand how important the customer perceived quality is. Qualtiy is defined by the customer experience only. The customer experience your company delivers is a blend of your organisation's physical performance, the senses you have stimulated and the emotions you have evoked. Your customers are measuring all that intuitively against their expectations in all moments of truth. This insight brings a completely new set of challenges and opportunities to your management.

1492.// developed a social media enabled methodology to stretch out beyond six sigma or other schemes by using the collective intelligence to transform the break-fix mode of operations into truly dynamic and anticipative quality management. Collective intelligence can pre-sense quallity issues before they occur.

Collective intelligence creates more value and meaning with less effort!

Harvard Business Manager