The first quality management principle begins with the customer. Having a customer focus ensures that your customer receives the benefit of a product or service you are offering. This lies at the centre of most organisations, because without customers, your organisation will serve no purpose to exist.
Ultimately, your customers are fundamental to your organisation and therefore you need to understand the importance of achieving quality and strive to do this you must have a customer focus.
If you look at successful organisations that have focused on quality, Apple immediately springs to mind.
Apple has an unwavering focus on the customer and the customer experience with their products and services. Even if you’re not an Apple fan yourself, it’s impossible to deny that people who love Apple really love Apple.
Apple puts the customer front and centre, and is rewarded with enormous loyalty. Take a leaf from Apple’s book and consider the impact of every part of your quality management system on the customer. Yes, every part.
In creating our own quality management system (QMS) at Mango we debated and discussed – and continue to debate and discuss – these questions:
The requirements of your customers aren’t something you leave to the marketing department so that you can focus on calibration, training and perhaps safety.
Once you’ve worked out these customer requirements, you can then build that into your QMS.
Following that, it’s a matter of doing what ISO talks about, namely striving to exceed customer expectations. Exceeding expectations will help you achieve customer satisfaction and earn a ton of customer love (think of those millions of devoted Apple fans).