Four key factors drive the intersection of customer and quality, says Holly:
• The role of quality within an organization
• Integration of goals in strategic planning
• Level of transparency on quality goals and reporting
• How the quality measures are used.
According to Lyke-Ho-Gland, "As organizations evolve quality from merely being a ‘checking the compliance boxes’ to really using quality practices to impact and empower staff to make improvements and address customer needs, there is opportunity for a greater return on investment and improved customer satisfaction." Companies that use quality as a source of competitive advantage, operational excellence, or as a continuous improvement activity, she explains, are "much more likely to embrace the customer-centric, quality culture."
Read more about how companies are using customer-centric quality measures to set goals that drive higher performance throughout their organization at IndustryWeek.
IndustryWeek is a companion site of MH&L and part of Penton’s Manufacturing and Supply Chain Group.