Assumptions are mothers of all hidden factories (not just screw-ups). Carried through years, assumptions protect 'hidden factories' and prevent changes that can bring dramatic improvements.
Shifting focus from certifications and compliance on to...
An expensive assumption that potential customers expect certifications from IT Service providers created hidden factories within Quality that dole out variety of badges at whatever the cost. Soon this became the predominant or the only preoccupation of Quality function in most companies - to seek and obtain certifications of different flavors. Like all hidden factories, this will have negative impact on the competitiveness and profitability - because the assumption that customers look for certifications is not entirely defensible. Customers want their requirements met - customers want return on their investment, they really don't care how many certificates their vendors got.
Shifting focus from certifications and compliance on to...