Autor: JACK WEST, de ASQ y Presidente del Consejo Mundial de la Calidad. En Semana de Innovación y Calidad de los gobiernos estatales de México (INNOVA), Tijuana 2006.
8. Action #1
Shift Your Focus from
Internal Operations to the
Customer
9. Customer
Satisfaction
Include “sales and marketing” in
activities of the system that focus
on the customer
You may have no greater
opportunity to help them improve
your market position!
38. Align Process Objectives with
Overall Quality Objectives
Maintain this Alignment Forever!
• As Quality Objectives Change,
Process objectives are modified
• Process must be Improved to Meet the
new Objectives!