Quality performance measure such defect rates and customer level play a key role in determining pay for senior manager only fewer than one in five companies
Profitablity is still king
Another reason for lack of customer focus: singular emphasize on tenchnique of TQM. This like put the cart before the horse. The customer do not interested in company’s proces control, Training program or its culture.
The bottom line is: whether he or she obtains the desired product.
Process vs customer Analog of customer complain and process variation
Ritz carlton hotel Company won the Baldridge Award in 1992. Many people thought hat no hotel could do this because service in this industry is so difficult to measure and to deliver. The company gathers data on every aspect of the guest’s stay to determine if the hotels are meeting customer expectations. Key to the research are daily quality production reports that identify all problems and defects reported in each 720 work areas. Range from the time it takes for housekeepers to clean a room to the number of guests who wait in line to check in.
Choose a specific function or activity (design, order processing, data processing, engineering, market research etc) and identify a measure of quality that you would expect if you were an internal customer
Choose a product or service and list 5 or 5 characteristic that you as a customer would want and expect. Based on your experience, do you think that the firm will deliver?