Innovation & Quality

Innovation and Quality is dedicated to the discussion of the best current practices to delver the best Customer Experience for businesses and organizations. REVENUE GROWTH ... from delighting your Customers CUSTOMER-VALUED INNOVATION ... to delight your Customers CUSTOMER-FOCUSED QUALITY ... to delight your Customers, and ENGAGING THE ENTIRE COMPANY... to delight your Customers

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Bill Robinson has more than thirty years of experience in business leadership and corporate performance improvement. For many years, Bill was Vice President of Innovation and Quality for Bell Labs. Other leadership positions Bill has held include Vice President of Quality and General Manager of EasyLink Services Corporation and President of Innovation and Quality Solutions. Bill is currently Distinguished Professor of Systems Engineering at Stevens Institute of Technology where he was previously the Director of Systems Engineering. http://www.linkedin.com/in/iqsolutions

Saturday, June 25, 2005

What is Six Sigma – Point 4

An ironic twist to a customer-focused versus internally-focused comparison is that the primary objective of the internally-focused approach (cost savings) is actually a significant by-product of the customer-focused approach. In other words, increasing customer-focused quality will also result in reducing internal costs.

As a general rule-of-thumb, if you increase customer-focused quality by 50% (i.e., reduce customer-impacting defects by 50%), you should see a resulting 20% reduction in cost.

posted by Bill Robinson | 1:11 PM