Ever picked up a product, excited to get it home, only to find out that when you open the box and put it to its intended task for the first time it just falls apart? Or called in to get technical support and you pretty much just get a set of read out responses rather than the assistance of people who are actually knowledgeable in their subject? These terrible experiences just enhance the absolute necessity of quality in every aspect of business.
About customer value
World Quality Day is a great opportunity to shine the spotlight on individuals, teams and organisations that are deeply invested in creating and improving customer value.
Customer-focused organisations have a culture of creating value for their customers by innovating and improving products, services and processes.
In a world of ever-increasing customer expectations, competition and technological change, businesses are striving to be seen as ‘partners’ in the eyes of their stakeholders.
The quality profession supports businesses to develop a customer-centric quality culture that will help them to:
- Recognise that it is the customer, not the company, that defines what quality means
- Understand product and service quality through their customers eyes
- Share their quality performance with customers
- Collaborate with customers to improve product/service quality and resolve problems
History of World Quality Day
Quality Day was established in 2008 at the Imarsat Conference Centre to create a place and time to discuss techniques of innovation, inspiration, and creative ideas. With Quality serving as a fundamental part of the GDP of first world economies, striving to improve customer satisfaction while finding ways to reduce the cost involved with increasing quality have been an essential part of business strategy.
The time of being able to foist off a substandard product to customers has passed, and with the increased communication among customers has come the return of a demand for high quality lasting products. Quality is primarily increased through collaboration, innovation, and working to improve the output quality at every level of business and manufacturing.
