Location via proxy:   [ UP ]  
[Report a bug]   [Manage cookies]                
SlideShare a Scribd company logo

Customer perception of product quality

•
•

The document discusses reducing the gap between a company's quality program, customer key performance indicators (KPIs), and customer perception of product quality. It proposes understanding customer expectations, discussing quality perception with customers, building an improvement plan with customer input, defining quality KPIs with the customer, and establishing mutual commitments to achieve them. A conceptual approach is outlined that revisits quality metrics, introduces aligned customer KPIs, obtains customer feedback through surveys, and establishes joint company-customer commitments. A process is proposed that includes periodic surveys, tracking internal and customer KPIs throughout development and deployment, unit-customer discussions, and implementing corrective actions based on customer perception feedback. Tools are mentioned like quality status presentations, a mutual

1 of 6

1

Customer Perception of Product Quality Overview

2

Challenge Reduce gap between the company Quality program, Customer KPIs, and Customer perception of product quality by: Customer perception of quality ABC quality performance & metrics > Understanding Customer’s quality expectations and their implications > Understanding and discussing quality perception with Customer > Building improvement plan and communicating it with Customer > Defining with Customer the expected quality KPIs and results > Build mutual commitments to achieve them

3

The Plan - Conceptual Approach Revisit Quality Metrics Introduce Customer KPIs (CBU View) Get Customer Feedback - “Transaction Survey” Joint Company and Customer Commitments >Refine existing metrics >Add new (additional) metrics >Align with industry >Common Customer KPIs >Focus on business impact/post- deployment >Periodic (release- based) surveys >Focus on quality >Feedback tied to latest performance (real time) >Mutual commitment >Mutual quality statement >Room for additional improvemen ts

4

Process Concept Periodic Survey Internal KPIs Customer KPIs Release Development and Deployment Unit-Customer Discussions Release Initiation Mutual Commitment Collect Information Customer Perception Corrective Actions >Trigger (align with Customer’s cycle) >Target audience >Questionnaire >Manage by facts >Enrich internal KPIs (example - closure of UAT defects) >Track production readiness from the beginning >Track Customer KPIs >Unit representatives >Customer mgt >Discussions cover predefined list of topics >Defined commitments, KPIs and survey as input for discussion >AIs for future releases >Report to Unit’ mgt >Unit- Customer >All parties within Unit >Impact of decisions

5

Customer Perception – Tools > Quality status presentation – What we have done until now: activities, results, and trends > Mutual commitments (R&R) template – Unit/Customer commitments > Measurement guidelines > Questionnaire

6

Thank you

More Related Content

Customer perception of product quality

  • 2. Challenge Reduce gap between the company Quality program, Customer KPIs, and Customer perception of product quality by: Customer perception of quality ABC quality performance & metrics > Understanding Customer’s quality expectations and their implications > Understanding and discussing quality perception with Customer > Building improvement plan and communicating it with Customer > Defining with Customer the expected quality KPIs and results > Build mutual commitments to achieve them
  • 3. The Plan - Conceptual Approach Revisit Quality Metrics Introduce Customer KPIs (CBU View) Get Customer Feedback - “Transaction Survey” Joint Company and Customer Commitments >Refine existing metrics >Add new (additional) metrics >Align with industry >Common Customer KPIs >Focus on business impact/post- deployment >Periodic (release- based) surveys >Focus on quality >Feedback tied to latest performance (real time) >Mutual commitment >Mutual quality statement >Room for additional improvemen ts
  • 4. Process Concept Periodic Survey Internal KPIs Customer KPIs Release Development and Deployment Unit-Customer Discussions Release Initiation Mutual Commitment Collect Information Customer Perception Corrective Actions >Trigger (align with Customer’s cycle) >Target audience >Questionnaire >Manage by facts >Enrich internal KPIs (example - closure of UAT defects) >Track production readiness from the beginning >Track Customer KPIs >Unit representatives >Customer mgt >Discussions cover predefined list of topics >Defined commitments, KPIs and survey as input for discussion >AIs for future releases >Report to Unit’ mgt >Unit- Customer >All parties within Unit >Impact of decisions
  • 5. Customer Perception – Tools > Quality status presentation – What we have done until now: activities, results, and trends > Mutual commitments (R&R) template – Unit/Customer commitments > Measurement guidelines > Questionnaire