In our industrial economy, it seems efficiency is regularly sparring with quality.
Let’s look at our contestants.
Efficiency focuses on production. Quality focuses on value.
Efficiency’s priority is what is best for those who deliver. Quality’s is what’s best for those being served.
Efficiency emphasizes doing things faster and cheaper. Quality emphasizes doing the right things right.
Who’s our winner?
You tell me.
Would you rather be known for being fast and mediocre, or detailed and valuable? Seems a no-brainer.
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Neal Woodson 
Neil, I see this less as a competition and more as a question of alignment.
Efficiency and quality only conflict when efficiency is defined as speed and cost alone. In a well-designed system, efficiency should enable quality—by removing friction and allowing people to do the right things well.
The issue is that many organizations optimize for internal convenience rather than customer outcomes. That’s where quality begins to erode.
From a CX perspective, quality is what the customer experiences and remembers. Efficiency only matters if it contributes to that outcome.
So the goal isn’t necessarily choosing between the two—it’s being reliably valuable, where efficiency and quality work together by design.
Great insights, Karl. My reference to efficiency was speaking more directly to the “speed and cost alone” definition. You are very right when you say the two (efficiency and quality) can work together but they can only create real value when when the collaboration is for the benefit of successful customer outcomes. Thank you for your input.