All Roads Lead to the Customer

Satisfying the customer IS main objective of any QMS.

The term customer service is quickly being replaced in today’s business environment with customer excellence. Arguably, all organizational activities revolve around satisfying the customer, and a continuous improvement program is a powerful vehicle to assure this result. If you break it down, all profits come from the customer, not from products and services. An argument could be made that a satisfied customer is just one that is not yet dissatisfied! Customer service is no guarantee of customer retention, customer excellence is a differentiator. This must be a strategic initiative integrated into planning along with profitability, ROI, and market share. This is where a comprehensive continuous improvement program comes in. A continuous improvement program can minimize (if not eliminate) the performance detractors of waste, rework and lost time, while developing employees capable of capitalizing on today’s opportunities and effectively meeting tomorrow’s challenges.

I think it appropriate to end this column with a quote from Jim Hudon, of Hudon Associates; “If you think your operation is the best that it can be, you have opened the door to a competitor to out-do you.”

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Steve@TheRightApproachConsulting.com