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Formal quality management certification is not a prerequisite to run a quality management program. The next true-or-false statement from Philip B. Crosby's Quality Is Free is “Anyone can run a ZD program.” As I mentioned in my last post, if you have already answered true or false to the ten statements, to test your understanding of [...] In the seminal book The Balanced Scorecard: Translating Strategy Into Action, authors Robert S. Kaplan and David P. Norton highlight the following seven metrics for service quality measurement in service organizations, to indicate defects in internal processes that may cause customer dissatisfaction, undermine customer retention and promote customer attrition over to competitors: Long wait times On Wednesday, behind Steve Jobs on the projection screen was a quote by The Wall Street Journal that read “the last time there was this much excitement about a tablet, it had some commandments written on it.” So, I’m guessing that by now almost everyone has heard the news about Apple announcing their new mobile [...] At Vela Systems, we’ve been working with contractors and owners to move from ad-hoc “project-by-project” approaches to quality, to putting cross-project quality systems in place. One recent example is with customer Turner Construction. You can read today’s press release or case study for the full story and details. When talking about this with other customers and [...] |
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