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Case Study
  • Manufacturing
  • Open Access

Move From Product to Customer Centric

Publication:
Quality Progress
Date:
November 2003
Issue:
Volume 36 Issue 11
Pages:
pp. 22-29
Author(s):
Ricci, Robert
Organization(s):
Air Products and Chemicals Inc.

Abstract

A case study looks at a 50-year-old manufacturer of industrial products and their efforts at becoming a customer centric organization. Customer centricity is about listening to your customers, with a focus on collecting, understanding, and acting on customer feedback. Companies should provide tools for easy access to this information. It is also important to identify the critical customer focused improvement opportunities.

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