Quality is defined by customers’ requirements. To be competitive globally, organizations should be able to produce high quality products quickly and at the lowest possible cost, and drastically increase organization efficiency while improving their ability to maintain compliance with statutory/codes/standards/Customer requirements.
Business today has entered a twilight zone of sorts where what you used to know doesn’t really apply any more. From the firewall mentality in IT to traditional marketing and advertising approaches in marketing to the way you run your customer service desk — it’s all changing because of the digital transformation happening all around us. And you have to change too by putting your customer at the center of everything you do, or you could be risking the very survival of your business.
A big part of the problem is you simply don’t control the message anymore. It used to be about crafting marketing materials and publishing glossy brochures and website copy and the customers came to you. Today, with social media, that process has been flipped. Customers do their own research before they buy and they listen to their followers and friends. If you aren’t totally customer-centric, people hear about it pretty fast.
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