The Power Behind Consumer Buying and Productivity


Feigenbaum, A.V.   (2002, General Systems Co. Inc.)   General Systems Co. Inc., Pittsfield, MA

Quality Progress    Vol. 35    No. 4
QICID: 15409    April 2002    pp. 49-50

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Article Abstract

Quality has been crucial to the consumer buying and productivity that kept the U.S. economy going during recent economically difficult months. Some of the country's leading companies have developed a new appreciation for one of quality's most basic principles - that the customer, not Wall Street, provides a company's income. These companies' strategic and systematic investment in the measurement and management of their customer value capability has been the profitability and growth differentiator for many and a big booster for the economy. Today's markets are dominated by well-informed and demanding customers whose expectations of value change rapidly. The factor that is most likely to close the sale is the customer's perceived quality value in terms that meet current buyer expectations. Improvements in product and service customer quality value foster comparable improvements in productivity results. Unfortunately, some organizations have been slow to recognize and adapt to today's quality demands. Emphasis on technical operations with little input from senior management has resulted in a customer quality disconnect. To achieve and maintain the necessary customer connected quality result, organizations must conduct structured overviews of key processes, technical skills, and commitment to customer service, and take necessary action.


Continuous quality improvement (CQI),Competitiveness,Business plans,Customer and market focus,Quality management (QM),Product quality,Customer satisfaction (CS),Customer expectation

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