The most successful organisations are those that give customers what they want. Satisfied customers are loyal to the company they feel best understand their requirements, and reciprocate the benefits they bring by recommending the company to friends. Quality is therefore about learning what works well and doing it better; finding out about what has to change to meet and exceed the expectations of the customer. The cost of improving quality can be expected to be recovered manyfold by increased sales, more satisfied customers, fewer problems and a greater competetive advantage.
Good quality management is an organisation-wide approach to understanding what customers need, and consistently and accurately delivering. It ensures the effective design of processes that verify needs, that plan product life cycle, and that design, produce and deliver the product or service.
Quality Checklist
Quality Checklist
- know what you hope to achieve and decide how you want to go about it
- learn from your experience
- use this new-found knowledge to help develop your organisation and its services
- always look to achieve continuous improvement (rinse and repeat)
- satisfy your customer as a result, and enjoy the benefits!
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