People in Quality roles need customer intelligence that will align with internal metrics, but offer an external perspective. They need confidence that their efforts will result in a return for the business. In working with Quality, you should:
- Collaborate early – Integrate the customer feedback with the efforts underway in the CI, Lean, Six Sigma, or other related quality programs.
- Align effectively – Explicit alignment of internal programs with corresponding external perceptions is critical to truly affecting customer behaviors and relationships.
- Ensure confidence – Quality people are numbers oriented and analysis savvy, so leverage strong scientific foundations to build confidence and credibility.
- Provide clear focus – Action is bred by specificity. It is important to provide targeted and specific recommendations that translate into meaningful and relevant improvement initiatives.