Are Your Qustomers Involved? New Report from ASQ Says They Should Be
ASQ's Spotlight Report on the Qustomer, which describes the integration of
customers and the quality process, provides real-world example of companies
integrating quality and customers. The Spotlight report is part of ASQ's
Global State of Quality Research.
MILWAUKEE, Wis., Oct. 24, 2013 (GLOBE NEWSWIRE) -- via PRWEB - Outstanding
product and service quality requires a high level of customer involvement --
integrating customers at key points where quality is critical to overall
success -- not just at the point of delivery, according to a new report by
ASQ -- the leading authority on quality in all fields, organizations and
industries -- released its first "Global State of Quality Research: Spotlight
Report" on the Qustomer™, a term describing the integration of customers and
the quality process by sharing quality-specific data, defining requirements or
capturing actual perceptions of performance.
According to the Qustomer Spotlight Report, 67.4 percent of respondents share
quality performance, to some degree, with customers, but a delicate balance is
critical to success: Too much interaction with customers can be costly, but
too little won't yield adequate information to improve quality.
In addition to striking a delicate balance, there are other challenges to
incorporating the customer in the quality process; these include cultural
differences, intellectual property issues and regulatory standards.
In the Qustomer Spotlight, quality leaders from five organizations, like
Airbus, ABF Freight and Booz Allen Hamilton share information about the role
of customers within their organizations.
In addition to the Qustomer Spotlight, three more Spotlight Reports will be
released that will link research data with interviews from quality leaders
around the world and provide a detailed analysis of topics identified in the
ASQ Global State of Quality Research.
"These Spotlight Reports take a close look at the data presented in the Global
State of Quality Research, providing real-world examples of the impact of
quality," said ASQ Chair John Timmerman. "The Qustomer Spotlight offers
examples of how organizations are engaging customers to improve product
performance and services, and offers approaches that all companies can use and
ASQ's Global State of Quality Research -- the first-ever global research of
its kind -- provides baseline data about the current state of practices
quality professionals and organizations use. To conduct the research, ASQ
partnered with APQC, an industry leader in quality and continuous improvement
ASQ also will release the third and final phase of the research during World
Quality Month in November. Entitled "ASQ Global State of Quality Research:
Insights and Continuing Conversations," this report explores conversations and
insights about the data from the quality community worldwide.
For more information on the Global State of Quality Research and to download
available reports, visit globalstateofquality.org. To gain more information on
ASQ's Global State of Quality Research, please contact ASQ Managing Director
Laurel Nelson-Rowe at lnelson-rowe(at)asq(dot)org.
ASQ is a global community of people dedicated to quality who share the ideas
and tools that make our world work better. With millions of individual and
organizational members of the community in 150 countries, ASQ has the
reputation and reach to bring together the diverse quality champions who are
transforming the world's corporations, organizations and communities to meet
tomorrow's critical challenges. ASQ is headquartered in Milwaukee, Wis., with
national service centers in China, India, Mexico and a regional service center
in the United Arab Emirates. Learn more about ASQ's members, mission,
technologies and training at asq.org.
APQC, a 35-year-old nonprofit organization located in Houston, Texas, USA, is
an internationally recognized resource for process and performance
improvement. APQC helps organizations adapt to rapidly changing environments,
build new and better ways to work, and succeed in a competitive marketplace.
With a global focus on productivity, knowledge management, benchmarking and
quality improvement initiatives, APQC works with its member organizations to
identify best practices, discover effective methods of improvement, broadly
disseminate findings and connect individuals. Founded in 1977, APQC is a
member-based nonprofit serving more than 350 of the Fortune 1000 global
companies and numerous government organizations worldwide. Learn more at
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