Currently 9 out of 10 consumers indicate that their purchasing decisions are based on the quality of the product, compared to 3 or 4 out of 10 a decade ago as shown by ongoing surveys of customer buying patterns in major international markets as stated in the article by Armand V. Feigenbaum, author of the book Total Quality Control.
QUALITY NOT JUST LIMITED TO PRODUCT
The educated consumer now is focused on QUALITY. The consumer will determine total value of not just the product but also the brand.
Data from “The Company Behind the Brand: In Reputation We Trust” indicates that Product quality ranks first (88%) among executives when communicating information about company issues with a close second (85%) for company reputation. The top 5 company discussion topics among consumers are how they feel about a product they have purchased:
- 69% how you feel about the product you purchased
- 55% the quality of specific companies’ customer service
- 45% how specific companies treat their employees
- 43% news about a scandal
- 40% how they feel about a company as a whole
QUALITY IS THE NEW INTERNATIONAL BUSINESS LANGUAGE
Quality has become such an important economic factor globally that it is now intrinsically tied to financial performance for companies across the spectrum. This goes beyond Quality Control. Many organizations are now finding that the right technology solutions make sure that improved quality can translate into bottom line performance.
The best way to make certain that a defective product does not reach your customers is to find and correct problems early in the supply chain. The company that makes customers the drivers for quality are sure to meet the increased demands. The best organizations and brands in the world manage risk in a way that makes them more competitive and they are more apt to invest in extending the quality enterprise to include all aspects of their business.
The quality oriented organization invests in the right technology to be able to automate what were manual and disconnected processes. As noted in research from the Aberdeen Group, those companies that enable process-based communications such as escalations and approvals and automating quality workflows such as Supplier Corrective Actions delivers improved visibility and quality control.
CLOSING THE QUALITY LOOP
The global organizations are now keener to using technology to connect and integrate all suppliers and all the processes, non-conformances and corrective actions. Their goal is to eliminate the old inefficient way of managing quality control (email or systems like PLM or ERP) that are not built to manage quality issues.
When quality data is housed into a common database used by the entire supply chain, manufacturers, and contract manufacturers, then there is only one single point of truth!
COLLABORATION & TRANSPARENCY
The primary goal of many organizations is to be able to trace, manage, report, and solve quality control issues. Furthermore, it is being able to work from a common data base that provides the level of communication between stakeholders to be able to take action. When stakeholders are enabled by process communications such as escalations and approvals and automating quality workflows this brings improved visibility, transparency, and control.
According to stakeholders, the opportunity to work jointly towards resolving quality control issues is a game changer for many organizations since it results in a lower cost of quality by reducing detection costs and avoiding product returns, rework, and the exorbitant costs of recalls.
By having this collaborative and transparent approach to quality, the traditional adversarial stances between suppliers and manufacturers are abandoned for the common goal: QUALITY