Your Customers' Perception of Quality

e Neglected Frontier of Quality in Today’s Qualitysphere  •  13

Eighty-nine percent of the number of quality initiatives reviewed had to

do with one of the following:

• Meeting eciency/cost savings targets

• Meeting mandatory regulatory guidelines

• Meeting customer expectations

Only a mere 11 percent of the initiatives were focused on delighting

customers through signicant or continuous improvement. Unless there

is a real shi toward customer focus that drives delight, we will see con-

tinued focus on quality issues, rather than leveraging quality standards

in a way that wins in the marketplace.

UNDERSTANDING CUSTOMER-EXPERIENCED QUALITY

Custome ...