Customer Crucial to Creating, Sustaining a Successful Culture of Quality
latin-america

9th January 2015

Establishing and maintaining a culture of quality affects Latin America’s bottom line and competitiveness says a study by ASQ and Forbes. While challenges exist, improvement is forthcoming.  
By Edwin Garro
The role of the customer is a critical factor in creating and sustaining a successful culture of quality, according to new research by ASQ and Forbes Insights, but only 24 percent of respondents say their organization is highly effective in identifying customer needs.
And while 90 percent of respondents say customer needs are the main drivers of their quality programs, only 34 percent say customer needs dictate their organizations’ quality objectives.
The research — “Culture of Quality: Accelerating Growth and Performance in the Enterprise” — explores organizations’ support of quality and the key components of a successful culture of quality. The study offers — from organizations like Samsung, FedEx, and Tata — actionable insight into how a quality-driven culture can accelerate business performance.
The research draws on the responses of 1,010 senior executives and 1,281 quality professionals worldwide from a multitude of industries.  The survey was conducted online in April and included respondents from Latin American countries such as Chile, Colombia, Ecuador, Peru, Uruguay and Venezuela.
Commitment to customers should be at the heart of a quality program, according to Edwin Garro, director general for PXS, a quality improvement consulting firm in Costa …

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