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WHAT IS QUALITY FOR A GLOBAL MARKET? HOW TO COUNTER STRESS

At a recent conference I asked the question that titles this article and considers it important to share with you about it.

The answer to the question "What is Quality? may be very different and even dissimilar to each other. For example:

• it right the first time


• satisfy customer needs


• Being excellent


• anticipate customer expectations

However, depending on the definition that was chosen, the implementation strategy for the company would be completely different. I explain below

• If the definition of quality of the company is meet customer needs , then the company's strategy is focused on reducing the gap between the customer's specifications and specifications products and services offered the company.


• If the definition of quality of the company is anticipate customer expectations , then the company's strategy will aim to find unmet needs and perceived future needs of customers.


• If the definition of quality of the company is to be excellent, then the company does not seek to implement a quality strategy, but looking for a motivational program.

The first rule of quality processes says "there is only one definition of quality and that definition is given by the customer."

For a turbulent market, characterized by aggressive competition, with rapid obsolescence of products and services offered by the company and customers increasingly demanding and changing, you must include a dynamic component as the following:

"Quality is the continuous creation of customer value"

quality strategy for this definition is based on determining the requirements and specifications of the customer desires, compared with those offered by the company, ka reduce gap between them and continually provide added value to the customer where he deems it important. This added value can be found time to improve delivery, presentation, reliability, etc. The only requirement is to give value to the client where it considers it important to find him. Mr. Hardy

Danker Hernández Director General Danh


hardy.danker Solutions @ solucionesdanhar.info