One thing I really like about the new edition of Juran’s Quality Handbook: The Complete Guide to Performance Excellence
by Joseph Defeo and J.M Juran is that the word “customer” is used 578 times. All too often quality management in its various forms and labels has come to mean improving quality in the sense of internal processes, and conformity to internal specifications. In a word, bureaucracy. All too often in quality management, the customer has seemed to be the last thing on anyone’s mind.
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