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I assembled a series of blog posts into a summary page, called Customer-Driven Quality. These are a number of practices that I've used over time to include customers in our quality program. Please take a look, and I'd appreciate your feedback.
With your feedback, I'd appreciate how you would improve the page, plus any practices that you've used effectively.
Customer-Driven Quality Summary Page
Some parts of customer driven quality frighten me.
We can give a customer something that satisfies them. We give them the appearance that everything is OK. Their reality is everything is smooth.
They are happy. Every critique comes back positive. Every questionnaire from them says everything is OK. Every piece of feedback is wonderful.
Then something in the engineering or build was left out for one of the rare events that can occur. Everything falls apart. The customer was not aware or expected to know of this special case that was never handled. The comfortable building did not have wide enough staircases for a fire. The restaurant did not check for the once in 5 years that the raw fish they serve has a parasite. The ATM accepts currencies from another country. The customer would never know about this. They are not coders and did not see the missing if statements or the if statements surrounding the incorrect case statements in the code because they only know business rules and not the details.
The customers are going by impressions. Is the manufacturing area neat looking? Does it smell OK? The customer's perception is their reality. It may not be accurate.
Thanks for the comments. I recently saw a concept called the Quality Hierarchy, similar to the Maslow Hierarchy of needs. Getting the quality right (build verification, product safety, performance, etc.) are all foundational, which must be in place prior to think about customer-driven quality. Without the basic needs met (safety, security,etc)
What do you think about customer-driven practices, once the basics are met?
These are very good collection and wonderful presentation also.