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Dawn Bailey

Customer Care

In the Digital Era—and During a Pandemic—How Important Are Quality Initiatives?

Both quality professionals and their business leaders agree that openness and communication is essential to moving forward

Published: Wednesday, July 21, 2021 - 11:00

A recent study conducted by Forbes Insights, in partnership with ASQExcellence (ASQE) and ASQ, examines quality initiatives in the digital era, based on the views and experiences of 1,036 executives and quality professionals from enterprises worldwide.

woman writing at desk with hand on smart phoneCredit: Wright Studio/Shutterstock

Insights On Excellence: Navigating The Road To Quality In Today’s Technology-Driven Companies” (PDF) explores imperatives for technology, customers, and employees; and building organizations of excellence through quality. The executive brief looks at excellence as the “achievement by an organization of consistent superior performance, resulting from ongoing efforts to establish internal frameworks of standards and processes, intended to engage and motivate employees to deliver products and services that fulfill customer requirements within business expectations.”

An associated Forbes article, “How Quality-Driven Cultures Deliver Adaptability, Resiliency and Empathy through Global Crises,” focuses on the “ever-strengthening importance of quality during the past year’s disruptions.” 

Study conclusions include tying key indicators to business imperatives; leveraging technology; including customer, employee, and partner feedback at all levels and in all processes; and gaining top-level support and commitment, with learnings on building a culture of excellence through quality.

The research also includes the pandemic’s impact on organizations and what was learned when quality-driven organizations responded.

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About The Author

Dawn Bailey’s picture

Dawn Bailey

Dawn Bailey is a writer/editor for the Baldrige Program involved in all aspects of communications, from leading the Baldrige Executive Fellows program to managing the direction of case studies, social media efforts, and assessment teams. She has more than 25 years of experience (18 years at the Baldrige Program) working on publications and education teams. Her background is in English and journalism, with degrees from the University of Connecticut and an advanced degree from George Mason University.