CKA: The Ingredients of a Quality Person

Article

Katigbak, Roberto K.   (2000, ASQ)   The Philippine Society for Quality, Makati City, Philippines

Service Quality Conference, Scottsdale, AZ    Vol. 9    No. 0
QICID: 18862    September 2000    pp. 1-12
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Article Abstract

Jointly with the 7th Asia Pacific Quality Organization Conference: APQO paper

A quality person is characterized by Commitment to a cause, Knowledge of all details important to a customer, and Action orientation to get things done efficiently. Each of these characteristics is critical for genuine customer service and satisfaction. One can work in stages to develop these traits, moving from indifference to interest to commitment; from ignorance to awareness to knowledge; and from resistance to act to externally influenced action to action orientation. A quality person is not superhuman but an average individual who strives to improve and rise above mere adequacy. The benefits enhance not only the individual but the organization as well.

Keywords

Commitment,Interpersonal skills,Leadership,Quality philosophy,Professional development,Quality,Personal quality checklist


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