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    "It's Still The Customer First": Kush Shah, Chairman

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    Anurag Srivastava
    The document discusses how meeting customer needs drives business performance. It outlines that customers' needs are always changing, so businesses must focus on adding new features rather than just cost cutting. Quality functions should help understand customers and ensure processes can deliver the needed features. Engaging customers directly can provide insights into how their needs have changed.

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    "It's Still The Customer First": Kush Shah, Chairman

    Uploaded by

    Anurag Srivastava
    80 views28 pages
    The document discusses how meeting customer needs drives business performance. It outlines that customers' needs are always changing, so businesses must focus on adding new features rather than just cost cutting. Quality functions should help understand customers and ensure processes can deliver the needed features. Engaging customers directly can provide insights into how their needs have changed.

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    The document discusses how meeting customer needs drives business performance. It outlines that customers' needs are always changing, so businesses must focus on adding new features rather than just cost cutting. Quality functions should help understand customers and ensure processes can deliver the needed features. Engaging customers directly can provide insights into how their needs have changed.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    80 views28 pages

    "It's Still The Customer First": Kush Shah, Chairman

    Uploaded by

    Anurag Srivastava
    The document discusses how meeting customer needs drives business performance. It outlines that customers' needs are always changing, so businesses must focus on adding new features rather than just cost cutting. Quality functions should help understand customers and ensure processes can deliver the needed features. Engaging customers directly can provide insights into how their needs have changed.

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    You are on page 1of 28

    "Its Still the Customer First"

    Everyone is muted. We will start at 7pm EST.

    Kush Shah, Chairman


    ASQ Automotive Division

    Agenda

    Housekeeping Items About ASQ Automotive Division Our Vision Webinar Series "Its Still the Customer First Questions & Answers

    Housekeeping Items

    Everyone is muted Session is being recorded Session will last about 90 minutes ASQ Automotive members can download the slides and video at www.asq-auto.org Participate thru chat and questions Will answer questions at the end:
    Q&A at the end of the presentation Please type your questions in the panel box

    American Society for Quality (ASQ): ASQ is the world's leading professional association and authority on quality ASQ Automotive Division Mission: To be the recognized global network of automotive quality professionals that is helping individuals and organizations to achieve personal and organizational excellence

    Key Objectives of ASQ Automotive Division: Increase Member Value Webinars, symposium and Automotive Excellence magazine Develop Core Tools Competency On-site training PPAP, APQP, FMEA, SPC and MSA Global Outreach Participate in conferences and deliver training globally

    Key Objectives of ASQ Automotive Division: U.S. Outreach - Engage all automotive OEMs and Tier 1 & 2 suppliers Student Outreach Collaborate with universities Collaborate With Other Professional Societies Engage with other societies and professional organizations

    Core Quality Tools for Automotive Industry: Advanced Product Quality Planning (APQP) Failure Mode and Effects Analysis (FMEA) Production Part Approval Process (PPAP) Measurement Systems Analysis (MSA) Statistical Process Control (SPC) ASQ Automotive Division provides on-site training by certified instructors.

    Resources / Contacts: Contact: Kush Shah, Chair - ASQ Automotive Division E-mail : asq.automotive@gmail.com Website: www.asq-auto.org

    Group: ASQ Automotive Division Group twitter.com/ASQautomotive

    Joseph A. DeFeo

    Joseph A. DeFeo, MBA, President and CEO of Juran Institute, Inc., is one of the worlds leading authorities on transformational change systems and breakthrough management principles. During his 25 years as a Juran Executive Coach, he has helped business leaders around the globe increase sales, reduce costs and improve customer satisfaction through the deployment of process improvement programs, including Lean and Six Sigma, strategic planning and cultural transformation. He is co-author of Jurans Quality Handbook 6th Edition; The Complete Guide to Performance Excellence, Six Sigma, Breakthrough and Beyond; and Quality, Planning & Analysis for Enterprise Results. DeFeos belief that a relentless customer focus and integrity drives business results was noted by Forbes.com. 1/25/20121/25/2012 By re-focusing primary attention on the customer and on exceeding the customers expectations, the Juran Quality Handbook has done quality management a great service. As CEO, DeFeo has ushered in a new age of quality at the Juran Institute by building on universal principles pioneered by Dr. Joseph Juran nearly 60 years ago. His technical expertise and trademark communication style have made him a frequent guest speaker and trainer at conferences in over 30 countries and several institutions, including MIT Sloan School of Management, Columbia University, Wharton School and New York University.

    Its Still the Customer First


    Presented by Joseph A. De Feo, President & CEO of Juran Institute, Inc.

    3 Questions to Address Today


    1. Is the Customer Always Right? 2. What impact does it have on your organization? 3. What role does the quality departments play driving Quality By Design?

    We assess, benchmark, consult and train our clients on the methods that will improve business results.
    All Rights Reserved, Juran Institute, Inc. 11

    Dr. Juran Was a Prolific Writer

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    12

    The Customer and Business Performance

    The old adage the customer is always right is completely wrong. The reason is simple: customers lie all the time.

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    13

    What are Disloyal Customers?


    1. They have more choices than ever. During Difficult Times such as Economic 2. They change their minds in a nanoDecline the Customers Needs Change! second. 3. This leads to them purchasing differently They have less tolerance of sub-par customer than before a crisis. service. 4. They have less to spend so want to spend If your business want better quality for the does nothing different to it wisely they meet their new needs they look elsewhere. money. 5. Any others?
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    What Impact Does This Have On The Organization?


    More unhappy customers Even less sales less margins no profit A difficult time gaining them back after the tough times Unhappy and out of work employees A snowball effect Unhappy and disloyal customers warn family and friends in difficult times not to use that poorly performing business.
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    Why Do The Some Businesses Fail?

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    How Do The Best Meet Their Needs? Businesses that lose less customers (less sales) focus on giving them more features and worry less about efficiency!

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    The Customer and Business Performance

    The customer your business wants is always right, or at least aggregately they are.
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    Two Sides of the Performance Coin


    Consumerism Drives Demand for:

    Features that meet customer needs


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    Freedom from Failure at Lowest Cost


    19

    Meeting Their Needs Should Drive Sales, Speed, and Profit


    Right Features Loyal Customers Good Price Market Share Fast Cycle Time Low Warranty Costs Lower Total Cost Low Waste Lower Deficiencies

    Higher Revenue

    How does LSS get these desired results?


    7599 JHD What are Lean and Six Sigma.v4 .PPT

    The Reality of Meeting Needs and Performance


    y

    Poor Design Changing Needs Measurement System Insufficient Process Capability

    Skills & Behaviors

    Juran On Quality By Design


    1. Who are the customers and what are their needs? 2. How well do you translate their needs and create new and innovation features that become new goods and services? 3. How capable is your organization processes to deliver on these features? 4. Do you have the proper controls in place (CTQs) to assure under operating conditions the goods and services meet needs? 5. Do you review the marketplace to assure the needs have not changed?

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    Understanding Their Needs and CTQs

    Outputs (CTQ)

    Inputs

    Do you know what is important to customers? Do you know what Xs are important to meet customer needs? How do the Xs drive outcomes, revenue, and cost?

    What Role Does Quality Function Play?


    The Quality Function: anyone that has a position that plans, regulates, complies or improves processes to meet customer or regulatory requirements. 1. Try to get leaders to add new features or services to the service at no extra costs. I.e.: pick up and delivery! 2. Stop all surveys during bad times. It will be skewed data anyway. 3. Engage or observe customers to learn how you may help them while they are in your place of business. 4. Pause projects aimed at cost reduction and focus the resources on feature creation.
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    A Few Tips To Drive Customer Loyalty


    1. Give them something for FREE. Not lower prices, but more for their money. Supersize it without the cost! 2. Reduce WAIT times - we become impatient and disloyal when they have to wait too long or it keeps us form doing our jobs. 3. Give them an option to deal with real people. Many of us want to communicate with REAL and highly RESPONSIVE people not machines. 4. Give them a 100% GUARANTEE with no arguments it will not cost you a dime! 5. Monitor and OBSERVE customer behaviors to understand which of their needs changed.
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    Contact Us to Learn More About Juran Institute Today

    Joseph A. De Feo | President & CEO | www.juran.com | 203-241-7059

    THANK YOU
    All Rights Reserved, Juran Institute, Inc. 26

    Questions and Answers Please type your questions in the panel box

    Thank You For Attending


    Please visit our website www.asq-auto.org for future webinar dates and topics.

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