The customer is always right

A complete quality process (CQP) consists of seven components that, when incorporated into a balanced process, make it possible for an organization to become a consistent provider of quality information, services, and products while continuing to improve. It begins with top management commitment, in...

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Bibliographic Details
Published inIndustrial Engineer Vol. 38; no. 5; p. 41
Main Authors Townsend, Pat, Gebhardt, Joan
Format Trade Publication Article
LanguageEnglish
Published Norcross Institute of Industrial and Systems Engineers (IISE) 01.05.2006
Subjects
Corporate profits
Customer retention
Customer satisfaction
Employees
Employment
Leadership
Managers
Organizations
Production planning
Quality control
Success factors
United States > US
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Summary:A complete quality process (CQP) consists of seven components that, when incorporated into a balanced process, make it possible for an organization to become a consistent provider of quality information, services, and products while continuing to improve. It begins with top management commitment, includes leadership, makes structured 100% employee involvement a source of ideas, and supports the whole with measurement, training, recognition, and communications. Beginning a CQP process is a high-energy undertaking for an organization as individuals come to realize management trusts them and will thank them for their efforts. In both productivity and quality, the objective is to increase the number of outputs per resource. Quality practices bring profit to the bottom line through customer satisfaction, customer retention, lower overhead, and greater capacity for work. Quality and the expectation of quality represent a vital force in the marketplace for customer satisfaction and retention, and a complete quality process makes it possible.
ISSN:2471-9579