Sometimes I do something one way, and then another way on a subsequent day. As a natural person, I have every freedom to do this. Not necessarily so with businesses.
Apart from the need to a business owner or manager has to get the same result each time from the same process, there’s always more than one cook contributing to the broth. One situation near to home for my family is some bread we buy each week from a specialist bakery. We actually buy from two specialist bakeries: one is really consistent with size and quality of their bread. The other suffers significant deviations from the ‘standard product’ – suffering changes in size, taste and even texture. I shake my head when I ponder this situation. Why does one bakery get it right all the time, and another (so similar) get it wrong so much of the time!!! As you see, I’m the end customer in this case; but in other situations, I may be an internal customer, and part of a larger chain of events.
If as an internal customer, I suffer changed in the nature and quality of items I consume, it can really make it hard for me to produce consistent results myself!!! Australia’s current fascination with outsourcing call centres is certainly causing some problems for customers – the ombudsmen attest to that! However there are people who work inside these (often large) companies that rely on these call centres. If the quality of the call centre service varies, you can bet the people next in line to serve the customer have a hard job! The customer of course finds all this very frustrating. Wouldn’t it be great if these people were well enough skilled and trained to produce consistently good results? I bet of they were, but no decent system was in place, himan nature would guarantee ongoing problems anyway! Consistency is certainly somehting we find very difficult!