Designing Strategies to Tailor Quality to Customer Segment Expectations

Course Overview

A quality system for segment-tailored quality that exists only for the auditor produces paperwork, not quality. The cost of poor quality in this part of quality and productivity management is rarely visible in any single budget line. Benchmarking exercises repeatedly place the wider quality and productivity management agenda among the areas with the widest performance spread. Plans for segment-tailored quality often fail at the handover point between functions. Participants gain a clear basis for measuring what this part of quality and productivity management has actually achieved. The programme works equally well for those formalising the wider quality and productivity management agenda for the first time and those improving an existing approach. The course covers segment-tailored quality at the level of detail needed to act, and stops there. Exercises escalate in difficulty, ending with the ambiguous situations that make the quality and productivity management discipline hard in practice. The programme closes with an action plan for this aspect of quality and productivity management that each participant writes for their own organisation.