Small Business Today Magazine NOV 2014 EXHIBIT NETWORK | Page 21

EDITORIALFEATURE than the condition of goods.  Quality is the sum of impressions made on the customer.   The focus on quality has gone beyond the finished product and addresses all processes throughout the organization.  Paying attention to quality can realize: • Lower operating costs • Premium pricing for preferred goods/services • Customer retention • Enhanced reputation • Access to global markets • Faster innovation • Higher sales • Higher return on investments   In order to put a quality program into place, the following steps must be taken: • Study the activities of admired companies • Retain outside experts to tell you what needs to be done • Commission surveys that will provide comparisons between the realities and perceptions that are held • Assemble an internal quality team along with an outside advisor, make sure that all major departments are represented, and pursue objectives per the written agenda • Set realistic timelines for putting recommendations into place • Set schedules for routine review of the process including surveys to assure that you are making adequate progress   The challenge is to discover what mix of price and quality the customer wants and then deliver it.  Slogans only create adversarial relationships.  Once the system owns up to its shortcomings and responsibilities, then a true quality process will occur.  Failure to read the “handwriting on the wall” will thwart company growth and, thus, the overall economy.   Hank Moore has advised over 5,000 client organizations including public sector agencies, small businesses, non-profit organizations, and 100 of the Fortune 500.  Contact Hank by phone at 713-668-0664, by email at [email protected], or visit his website at www.hankmoore.com.   [ NOVEMBER 2014 ] www.SBTMagazine.net 19