1. The second myth—quality systems and processes guarantee good out- comes—is the prevailing philosophy of the QA movement.
2. The concept of producing quality didn’t start with scientific management; but Taylor elevated the status of QA by demonstrating its significance to organizational performance.
3. In broad terms, QA is perfecting the way things are done to produce quality products and services to meet the needs and expectations of the end-user: the customer.
4. Despite the emphasis on the customer, quality is mostly measured by whether an organization has met certain criteria; if so, they get the literal seal of approval for meeting industry standards by a regulatory body.
5. QA is not the total answer to focusing on the customer; it is part of the answer, albeit an important part, but not the only part.
6. The developing trends illustrate the need for product producers and service providers to be flexible and customer responsive as much as anything else.
7. A customer-focused business is one where decisions about their product and services are made based on continually aligning customer needs and wants with the overall goals of the company.
8. People in sales and customer service positions, in particular, are in a brokerage role between the organization they work for and customers they service.
9. With a QA system in place, there are four practices that move the company from a compliance-driven organization to a customer- focused enterprise.
10. A common challenge that’s not generally considered in the management literature is how to deal with out-of-the-ordinary demands of the customer.
1. Baker, T. (2014). Attracting and retaining talent: Becoming an employer of choice. London: Palgrave Macmillan.
2. Solomon, M. (2012). High-tech, high-touch customerservice: Inspire timeless loyalty in the demanding new world of social commerce. USA: AMACOM.
3. Parisi, C. (2013). What is customer service? 6 major trends changing the customer’s expectations. http://playbook.amanet.org/what-is-customer- service-6-major-trends-changing-the-customers-expectations/#. Vinmj rKxJvQ. email
4. Baker, T. (2009). The 8 values of highly productive companies: Creating wealth from a new employment relationship. Brisbane: Australian Academic Press.
5. Baker, T. (2014). Attracting and retaining talent: Becoming an employer of choice. London: Palgrave Macmillan.