Your Customers' Perception of Quality

8  •  Your Customers' Perception of Quality

reporting, companies can improve their production quality and reduce

customer-reported defects while building the foundations for a more

formal QA practice later.

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CUSTOMERS’ PERCEPTION OF QUALITY:

THE NEGLECTED FRONTIER

e extensive literature and emphasis on actual quality seems to have con-

spired against what we describe as the neglected frontier of quality: an

outside-in perspective driven through the customer-centric perception of

quality by intrinsically dealing with the voice of the customer.

e customers’ perception element of quality has its own distinct deni-

tion and form of measurement. It ...