E-Book, Englisch, 226 Seiten
Kureemun / Fantina Your Customers' Perception of Quality
1. Auflage 2012
ISBN: 978-1-4398-9351-7
Verlag: Taylor & Francis
Format: EPUB
Kopierschutz: Adobe DRM (»Systemvoraussetzungen)
What It Means to Your Bottom Line and How to Control It
E-Book, Englisch, 226 Seiten
ISBN: 978-1-4398-9351-7
Verlag: Taylor & Francis
Format: EPUB
Kopierschutz: Adobe DRM (»Systemvoraussetzungen)
Providing the insight and tools needed to improve the perception your customers have about the quality of your product or service, Your Customers' Perception of Quality: What It Means to Your Bottom Line and How to Control It introduces a ground-breaking model for measuring the impact of quality perception on your bottom line. Allowing you to look at quality from an outside-in, truly customer-centric perspective, the authors pave a concrete connection between enhanced customer perception and increased profitability.
The book introduces cutting-edge concepts in customer-centric quality—explaining exactly how to identify, plan, cost justify, manage, and deliver consistent improvements to the factors that matter most to your customers. Helping you harness the power of the universal set of tools, techniques, and methods at your disposal in the field of quality, the book:
- Unveils a model that provides quantifiable information for determining the impact of customer perception on your bottom line
- Details a strategic model for attaining long-term benefits—including the tools required to make the necessary tactical changes
- Includes a wealth of customizable tools to help kick-start implementation efforts
The text clearly illustrates how to implement methods proven to improve operational efficiencies, foster customer loyalty, and drive increased revenue through positive word of mouth. Complete with helpful checklists, templates, tools, and detailed instructions on how to tailor them to your company, the authors guide you through the path of evaluating, analyzing, and implementing the value-adding adjustments needed to drive profits and boost customer loyalty.
Zielgruppe
Senior and middle managers.
Autoren/Hrsg.
Fachgebiete
Weitere Infos & Material
WHY PERCEPTION OF QUALITY NEEDS YOUR ACTIVE ATTENTION
The Neglected Frontier of Quality in Today’s Qualitysphere
Beyond the Quality Department
Actual Quality Matters Quality Assurance, Quality Control, and Testing
Customers’ Perception of Quality: The Neglected Frontier
Why Are We Neglecting customers’ perception of quality?
Additional Evidence
Understanding Customer-Experienced Quality
Even More Proof of Neglect
Why Customer Perception of Quality Is So Important
Customers’ Perception Kaizen Poka-Yoke Constraint Management Six Sigma
Capability Maturity Management Integrated (CMMI) International Organization for Standardization (ISO) Other Standards
New Product Introduction
Demonstrating the Return on Investment in Customer Perception of Quality
Fear Factor Causes Action Paralysis
From the Rags of Data to the Riches of Intelligence
Toward a Business Case for Customers’ Perception of Quality
The Ten Commandments of Customers’ Perception of Quality
Creating the Business Case for Customers’ Perception of Quality Step 1: Gather Supporting Data Step 2: Articulate the Specific Problem Statement Quantifying the Problem at Hand Step 3: Create the Drama
Sample Slide Presentation to Garner Leaders’ Support.
CLINICAL ACTIONS THAT YIELD TANGIBLE RESULTS
Garnering Support and Gaining Endorsement
Selecting the Sponsor and Steering Committee
Practical Steps
Steering Committees
A Framework to Derive the Right Investments
Getting Started Surveys Sales Representatives Trade Shows Lost Customers
Data Analysis Root Cause Analysis Analysis Example Data Gathering Prioritize Root Cause Analysis Analysis
Managing a Journey of Continuous Improvement
Customer-Driven Continuous Improvements
Six-Step Continuous Improvement Approach
An Actionable Agile Program Management Framework
Common Challenges and Possible Resolution Strategies Organizational Structure Horizontal Sponsorship Skills Gaps System Constraints Senior-Level Resistance Encouraging Creativity
When Do We Know We Are on the Right Track? Positive Signs Warning Signs
Communications Management: The Boon of Your Customers’ Perception of Quality Initiatives
Governance
HARVESTING THE REWARDS AND CONTINUING THE JOURNEY
Metrics That Prove the Worth of the Initiatives
Data Rich, Yet Information Poor
Metrics, Key Performance Indicators (KPIs), and Critical Success Factors (CSFs)
Conceptualizing Business Operations and Metrics
Classical Quality Performance Indicators "-Ilities" in the World of Software Architecture Functionality Usability Maintainability Scalability Availability Security Cost of Poor Quality (COPQ)
Quantifying Customers’ Perception of Quality
Loyalty Measurement Models Method 1: Measuring and Increasing Customer Perception of Quality Method 2: Measuring and Increasing Customers’ Perception of Quality
Delivering a Capability to Sustain a Customer Perception of Quality Function
The Process
Data-Gathering Phase
Analysis Phase
Documenting the New Process
Piloting the New Process
Common Hurdles That Plague Customer Perception of Quality Initiatives
Goals of This Chapter
Leaders Who Walk the Talk
Common Challenges Lack of Management Commitment Inadequate Resources, Budget, and Time Lack of Information, Monitoring, and Measurements Resistance to Planning Reluctance to be Proved Wrong Lack of Corporate Objectives, Strategies, Policies, and Business Direction Lack of Knowledge and Lack of Appreciation of Business Impacts and Priorities Resistance to Change and Cultural Change Poor Relationships, Poor Communication, and a Lack of Cooperation between Business Units Lack of Tools, Standards, and Skills
Critical Success Factors
Common Risks
Conclusion: Letter to a New Champion of Customer Perception of Quality from the Authors
Appendix A: Sample Questions
Appendix B: Multivoting Exercise
Appendix C: Iterative Nature of the Process
Bibliography
Index
Each chapter concludes with a Summary & Checklist
