Product, Processes and Systems Excellence
No organization can endeavor to become a total quality organization unless it produces goods and services that go well beyond the value expectation of its customers. To be able to produce such outstanding goods and services an organization will have to focus on the following:
1. Listens to Customer's voice: Develop products and services suitably after listening to the voice of the customer.' A total quality organization asks what is it that customers desire which we should attempt to make' instead of producing something and then trying to sell that.
2. Process Reliability - Zero Errors: Develop suitable processes that are capable of delivering the desired products and services consistently and without errors.
3. Right thing - first time - always: Having procedures and systems in place which ensure production of the kind of products right the first time, every time. This is to conform to the requirements of ISO 9000 series of standards or equivalent.
4. Vendor Relations - Long term: Developing long term partnership with vendors effectively so that the quality level of vendors also improves. Without the quality level of suppliers improving there could be no assurance of outstanding quality being produced and delivered to the organization's customers, all the time.
Quality partnership: Briefly stated, quality partnership is a special long term relationship between a customer and a supplier. On the part of the supplier this involves a commitment to provide a service or product which meets the customer's 'fitness for use' criteria and provides continually increasing value to him. Both customer and supplier commit to using statistical process control principles in their manufacturing processes. In all cases. Customer and supplier commit to sharing information that will aid in achieving continual improvement in the products and services supplied and in the processes in which they are used. Quality partnership is a win-win situation both for the customer and the supplier. It is becoming increasingly important.
Product Excellence is determined by:
Function
Product Appeal
Reliability
