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A System for Satisfying Customers, Part 2

Output matters

Dan Nelson
Tue, 07/15/2014 - 14:16
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Editor's note: This is part two of a series about customer-centric quality management systems. Read part one here.

Bob’s Machine Shop has been satisfying customers with good parts delivered on time for more than 20 years. Bob has satisfying customers down pat—it doesn’t happen day in and day out for decades by accident. He has a system for it.

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Bob’s customers place orders for precision machined parts. Each order specifies the part required, often with use of a blueprint communicating product requirements and acceptance criteria. Customers expect Bob will supply parts made of the material called out by the blueprint while also meeting the nominal dimensional requirements for each specified feature. As Bob puts it, “They want parts that meet print.”

Parts meeting print isn’t the only expectation of the customer, however. Not only do Bob’s customers expect good parts; they also expect the parts to be delivered on time—as Bob promised when he accepted the order.

 …

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Submitted by umberto mario tunesi on Wed, 07/16/2014 - 01:22

Back to the Roots

Which means that "a system for satisfying customers" consists basically of three elements: first, price; second, delivery; third, quality. While the third element is usually adjusted via commercial negotiations, when not contractually conforming, price and delivery are cardinal requirements that have to be obeyed to, and, when not conforming, can reasonably lead to contract break. I strongly object ISO 9001 quality's egemony in organization to organization contracts, maybe ISO 9001 (2015) introducing risk oriented thinking will reduce the negativity of the former approaches: we'll see.

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