Reality or Illusion?

摘要

Lately, I've felt like Howard Beale, the character in the 1976 movie "Network," who has gone over the edge. I've been exposed to so much mediocre service quality, I'm at the brink of screaming one of Beale's most famous lines in the movie: "I'm mad as hell, and I'm not going to take this anymore." Maybe it's understandable, sometimes, to react this way. As quality professionals, we tend to see poor service quality and its related process solutions more readily than others. But when we're constantly bombarded by poor service quality, sometimes it gets to the point where enough is enough.