All members of the executive team at Claybuild, a national manufacturer of bricks and related building materials, strongly believe that quality control and efficiency are the two cornerstones of the company’s future success. Every Claybuild executive meeting begins by discussing ways to improve product quality and operate more efficiently in the manufacturing process, distribution system, and administrative processes. The company’s website proudly describes its dedication to quality and efficiency. The CEO has given speeches to several retail client events on Claybuild’s quality–efficiency culture. However, an industry expert suggests that quality and efficiency represent Claybuild’s espoused culture, but not so much its enacted culture. What does the industry expert mean by this, and what evidence might suggest that the industry expert’s opinion is correct?

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