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Shifting Gears: The Value of Customer-Driven Quality in Manufacturing

About this paper

For years, manufacturers have pursued well-known quality standards like Six Sigma. And they've always talked about the importance of the voice of the customer. But historically, manufacturers have not had a clear understanding of what the customer really needs or wants. To compensate, they've had to rely on best guesses about their customers' needs. Today, this is all changing as multiple communication channels broadcast the customer's voice across manufacturing functions. Along the way, resource-scarce quality organizations have discovered that this customer feedback is a great way to stay better informed, develop earlier warnings about product and process issues, and prioritize more effectively. Learn why the customer-driven approach has become so important to manufacturers – and why they've started to put a "black belt" initiative around the voice of the customer.

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