5 RULES

FOR WORLD-CLASS QUALITY ORGANIZATIONS

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CUSTOMER CENTRICITY

· Continuously measuring customers ’ perceptions of quality

· Seeing quality of service as a differentiator to raise customers ’ perceptions of value

· Using customer feedback loops to improve quality

END-TO-END VALUE GENERATION

· Not simply “ checking the boxes ”

· “ Left-shifting ” of quality to the source

· Embedding quality disciplines into the heart of value creation

· Looking beyond the company ’ s four walls

· Tracking value leakage by measuring Cost of Poor Quality ( CoPQ )

ORGANIZATIONAL EFFECTIVENESS

· Gearing organization structures to deliver the most business value

· Re-prioritizing QA by ensuring strong roles and responsibilities

· Strengthening cross-functional collaboration by leveraging networks

· Fostering a quality culture across the entire company

DIGITAL TECHNOLOGY ADOPTION

· Sharing data cross-functionally

· Putting digital technologies to work to create value for the customer

· Automating QC activities

CAPABILITY-BUILDING

· Clearly defining capabilities needed in the future

· Realizing the importance of a systematic change management framework

· Tracking the effectiveness of capability development initiatives and linking them to business performance

· Making full use of customized training programs