3M Entitlement Quality: Flawless Execution at the Speed of the Customer

World Conference on Quality and Improvement vol. 61 - May 2007

Abstract: [This abstract is based on the author's abstract.] The 3M Company's approach to enterprise-wide quality improvement for business results and customer satisfaction is outlined. 3M combines ISO, Six Sigma, lean, business process management, commercialization and supplier management, and its own model for process and product understanding that forms a holistic quality system aimed at improving internal efficiencies and creating customer value for growth. A scorecard has been developed for verifying customers' perceptions of quality against internal metrics.

Keywords: Business process reengineering (BPR) - Organizational improvement initiatives - Customer satisfaction (CS) - Customer focus - Scorecards - Case study