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Customer perception of product quality
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  • 1. Customer PerceptionofProduct QualityOverview
  • 2. ChallengeReduce gap betweenthe company Quality program,Customer KPIs, andCustomer perception of productquality by:Customerperception ofqualityABC qualityperformance &metrics> Understanding Customer’s quality expectations and theirimplications> Understanding and discussing quality perception with Customer> Building improvement plan and communicating it with Customer> Defining with Customer the expected quality KPIs and results> Build mutual commitments to achieve them
  • 3. The Plan - Conceptual ApproachRevisitQualityMetricsIntroduceCustomerKPIs (CBUView)Get CustomerFeedback -“TransactionSurvey”JointCompany andCustomerCommitments>Refine existingmetrics>Add new(additional)metrics>Align withindustry>CommonCustomer KPIs>Focus onbusinessimpact/post-deployment>Periodic(release-based)surveys>Focus onquality>Feedback tiedto latestperformance(real time)>Mutualcommitment>Mutualqualitystatement>Room foradditionalimprovements
  • 4. Process ConceptPeriodicSurveyInternalKPIsCustomerKPIsRelease Developmentand DeploymentUnit-CustomerDiscussionsReleaseInitiationMutualCommitmentCollectInformationCustomerPerceptionCorrectiveActions>Trigger (alignwithCustomer’scycle)>Targetaudience>Questionnaire>Manage by facts>Enrich internal KPIs(example - closure of UATdefects)>Track productionreadiness from thebeginning>Track Customer KPIs>Unit representatives>Customer mgt>Discussions coverpredefined list of topics>Defined commitments,KPIs and survey as inputfor discussion>AIs for future releases>Report to Unit’ mgt>Unit-Customer>All partieswithin Unit>Impact ofdecisions
  • 5. Customer Perception – Tools> Quality status presentation – What we have done untilnow: activities, results, and trends> Mutual commitments (R&R) template – Unit/Customercommitments> Measurement guidelines> Questionnaire
  • 6. Thank you