What dows quality management has to do with the text you produce?
As a professional, in any line of business, you’re continuously trying to deliver quality. But what is quality? What is the link between quality and text strategy?
Here we use a formula to define quality: Q = P – E
This formula was introduced by Joseph Juran (1904-2008). He was an evangelist for quality and quality management.
Your clients’ expectations are based on the information about your product or service he received in any form of spoken or written communication. Since the perceived quality is the difference between his expectations and your performance you have to be careful about your words. Your communication has to match the performance in order to make your client ‘happy’.
The example below shows us what happens. This text has been presented to the employees of an organization. Think about their expectations. What would they feel, if anything didn’t work in September 2016? Which words in particular create high expectations?
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