1) Customer focus is a must-do for companies, it’s no longer a choice
2) Managers who meet customers gain the best education3) Customers are lifeblood of any business, so it is vital to keep a customer-focused culture for survival and success. Every manager should hear voice of the customer at the end of the day
4) Employees of any level can delight customers
5) You need to first gain people's commitment before you can change their behavior
6) Leading by example will earn trust of your employees
7) Aim to communicate with target audience in a unique way
8) See the problem for yourself
9) The intelligence gathered in the field plays a crucial role in all subsequent activities
10) In order to plan strategically, we must schedule priorities. In order to plan operationally, we must prioritize tasks
11) A low failure rate can hide a high cost of poor quality (COPQ)
12) Get Head of Finance's support when you want to implement a company-wide quality management system. The COPQ is equal to the profit or even more for an organization. It is possible for the Head of Finance to give Quality Management a boost
13) Purpose of Quality Control is to correct mistakes we might make when fires occur sporadically. Quality Control requires reactive skills. Reducing chronic high costs & poor quality is the goal of quality improvement, and it requires proactive skills
14) By improving quality, the costs associated with poor quality and customer dissatisfaction can be reduced
15) Having a large after-sales service department implies asking if the product or service is reliable and of high quality. The solution lies in improving processes, thereby reducing costs
16) The by-product of quality improvement is cost reduction
17) The key concepts in the training are internalized when training starts at the top
18) It is important for leaders to have the ability to teach, coach, and counsel others
19) To get better at anything, study what the world-class do. There may be others who have already solved the same or a similar problem. This is benchmarking. Whenever we want to improve something, we need to be "different" in the way we do it. This is innovation
20) A deep understanding of a topic is necessary to answer a question accurately
21) Defy the standard, do away with cost centers
22) Belief in Quality is a religion in Japan, and the Japanese work towards zero defects
23) Japanese think ‘process and systems’
24) It is an art to listen. Even a guru encourages feedback from his students
25) Reputation should not be sacrificed to make profit reports, A company with principles will safeguard its reputation. Reputation is a brand's guardian
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