Measuring and Managing Customer Satisfaction, by Sheila Kessler (ASQ Quality Press, 1996) p. 70 states that a Gallup survey of 352 elementary and secondary school principals stated that their school had a "formal program" on quality. Huh?? What could they possibly have been talking about? Here are just a few questions that would have to be answered for such a statement to make sense:
- Quality of what? What's your product? Daily attendance? Lessons? Test scores?
- Who's the customer? Who does a school's leadership really try to please and engage? Students? Parents? Central office administrators? The community?
- How are you measuring the quality of whatever is your product in the eyes of whoever is your customer?
Gallup's a great organization. But, frankly, I can't imagine that this survey actually captured anything meaningful at all!