06
5 RULES
FOR WORLD-CLASS QUALITY ORGANIZATIONS
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5
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