Thoughts from an ICU

Quality, by definition, relies on uniformity of process. It requires that every interacting entity be given the same treatment. And through that, it ensures uniformity of experience. Which is great for machine parts, cars, powders. 

But humans, by their very nature, require personalised care. Uniformity of process will only ensure non-uniformity of experience. Therefore, in all human interactions - hospitals, education..... quality has to move from uniformity of process to uniformity of outcome. Everyone must get the personalised care that they need, so they can all feel cared for, accepted, and well.