Monday, October 22, 2007


According to me there are three key elements of quality: customer, process and employee. Everything we do to remain a world-class quality company focuses on these three essential elements.

1 ... the Customer
Delighting Customers

Customers are the center of the quality : they define quality. They expect performance, reliability, competitive prices, on-time delivery, service, clear and correct transaction processing and more. In every attribute that influences customer perception, we know that just being good is not enough. Delighting our customers is a necessity. Because if we don't do it, someone else will!
2 ... the Process
Outside-In Thinking

Quality requires us to look at our business from the customer's perspective, not ours. In other words, we must look at our processes from the outside-in. By understanding the transaction lifecycle from the customer's needs and processes, we can discover what they are seeing and feeling. With this knowledge, we can identify areas where we can add significant value or improvement from their perspective.

3 ... the Employee
Leadership Commitment

People create results. Involving all Associates are essential to the quality approach. Most of the corporates are committed to providing opportunities and incentives for employees to focus their talents and energies on satisfying customers.

No comments: