Case Study
3M Entitlement Quality: Flawless Execution at the Speed of the Customer
- Publication:
- ASQ.ORG
- Date:
- April 2009
- Pages:
- pp. 1-4
- Author(s):
- Mitchell, Robert
- Organization(s):
- 3M Company
Abstract
3M’s approach to enterprise-wide quality improvement for business results and customer satisfaction is a fusion of ISO 9000, Six Sigma, lean, business process management, commercialization, and supplier management, along with a homegrown model, process and product understanding (PPU). A scorecard has been developed for verifying customers’ perceptions of quality against internal metrics. The quality function must constantly demonstrate its value to business operations. As the low-hanging fruit of improvement opportunity is picked and more complex problems bubble to the surface, 3M’s process improvement focus shifts to more of a business design focus.
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