• Main website
  • Case Studies Home
  • Case Studies
    • Green Belt
      • Example Green Belt Projects-Health Care
      • Example Green Belt Projects-Manufacturing
      • Example Green Belt Projects-Services
    • Black Belt
      • Example Black Belt Projects-Health Care
      • Example Black Belt Projects-Manufacturing
      • Example Black Belt Projects-Services
    • Master Black Belt
    • Lean Success Stories
  • Articles
    • LSS topics of common interest
    • Insights for Green Belts
    • Green Belt tool application examples
    • Insights for Black Belts
    • Black Belt Tool Application Examples
    • Lean Insights
    • Lean Six Sigma Leadership
    • For Master Black Belts
    • New to Lean Six Sigma
      • Lean Expert Basics
      • Six Sigma Basics
    • Leisure and Fun
  • Blog

The Growing Role of Customer in Defining Quality

Customer

Many organizations are becoming true partners of their customers to maximize the value for both the stakeholders. The company’s definition of quality is closely tied to that of the customer. Be it the actual quality process or parameters to drive performance, all keep the customer in mind.

 

Quality and customers are so well aligned in successful organizations that  the two concepts are intersecting into a customer centric quality culture.

What defines a customer-centric quality culture?

When companies were surveyed as to what customer-centric culture meant, they said-

“At the organization, the belief is that the customer is the only person qualified to specify, what “quality” is.”

“Information on our product quality performance is shared with customers.”

“We communicate back with customers regarding our efforts to address their needs and complaints.”

“Our organization needs to understand product performance through our customers’ eyes.”

 

The role of quality

From “checking boxes” to empowering employees to make improvements and address customer needs, companies have come a long way. Organizations who use quality as a competitive advantage are more likely to adopt the customer-centric, quality culture.

Integration in strategic planning

To understand what the organization considers important, one needs to look at its strategic plan. When quality goals are integrated in the strategic planning, they have the maximum impact.

 

Level of Transparency

Transparency of quality measures enables the employees to understand the role that quality plays and how it affects the customers. It also breeds accountability.

 

Use of quality measures

Companies use measures to drive organization performance, for variable-performance compensation and for business process enhancement. But companies that include quality measures are more likely to agree with the customer-centric, quality cultural statement.

 

Customers have become an integral part of the business communication and have been more active than ever before thanks to internet. Companies that inculcate customer-centric, quality culture may enjoy customer loyalty and a positive word of mouth.

 

 

See full story on industryweek.com

December 3, 2014   Benchmark Six Sigma
Articles, LSS topics of common interest
×

  • Accomplishing extraordinary with ordinary people- Leading with Humility
  • Building a Strong Lean Foundation

Categories

  • Articles
    • Black Belt Tool Application Examples
    • For Master Black Belts
    • Green Belt tool application examples
    • Insights for Black Belts
    • Insights for Green Belts
    • Lean Insights
    • Lean Six Sigma Leadership
    • Leisure and Fun
    • LSS topics of common interest
    • New to Lean Six Sigma
      • Lean Expert Basics
      • Six Sigma Basics
  • Case Studies
    • Black Belt Qualified
      • Example Black Belt Projects-Health Care
      • Example Black Belt Projects-Manufacturing
      • Example Black Belt Projects-Services
    • Green Belt Qualified
      • Example Green Belt Projects-Health Care
      • Example Green Belt Projects-Manufacturing
      • Example Green Belt Projects-Services
    • Master Black Belt
  • Featured Articles
  • Lean Qualified
    • Lean Success Stories
  • Project Management Articles
  • Uncategorized

Archives

  • April 2021
  • November 2015
  • April 2015
  • March 2015
  • February 2015
  • January 2015
  • December 2014
  • November 2014
  • October 2014
  • September 2014
  • August 2014
  • July 2014
  • June 2014
  • May 2014
  • April 2014
  • March 2014
  • February 2014
  • January 2014
  • December 2013
  • November 2013
  • October 2013
  • September 2013
  • August 2013
  • July 2013
  • June 2013
  • May 2013
  • April 2013
  • March 2013
  • February 2013
  • January 2013
  • December 2012
  • November 2012
  • February 2012
  • March 2011
Copyright © 2023 Benchmark Six Sigma