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Your Customers' Perception of Quality: What It Means to Your Bottom Line and How to Control It
| Content Provider | Semantic Scholar |
|---|---|
| Author | Kureemun, Baboo Fantina, Robert |
| Copyright Year | 2011 |
| Abstract | 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 |
| File Format | PDF HTM / HTML |
| DOI | 10.4324/9781439891230 |
| Alternate Webpage(s) | https://docjne894.firebaseapp.com/aa015/your-customers-perception-of-quality-what-it-means-to-your-bottom-line-and-how-to-control-it-by-baboo-kureemun-robert-fantina-1439845816.pdf |
| Alternate Webpage(s) | https://doi.org/10.4324/9781439891230 |
| Language | English |
| Access Restriction | Open |
| Content Type | Text |
| Resource Type | Article |
