Building on the recent publication, shifting quality managers towards greater customer centricity requires more than just a mindset change. It demands structural changes and strategic decisions within companies to truly empower quality managers: ▶ Grant Decision-Making Authority: E.g., provide veto rights to defend customer-related quality requirements in projects. ▶ Invest in Competencies and Tools: E.g., equip quality managers with resources like quality data science to better understand customer needs. ▶ Foster Cross-Functional Collaboration and Innovation: E.g., enhance the diversity of perspectives in quality-related decisions. ▶ Set Clear Goals and Recognize Success: E.g., commit to and motivate quality managers by acknowledging their achievements in customer centricity. ▶ Listen to Feedback: E.g., stay attuned to feedback from both quality managers (on necessary internal changes) and customers (on their true needs and perceptions of quality). #Quality #QualityManagement #QualityTransformation #Transformation #QualityManagers #QualityCulture #Culture
“By shifting to customer centricity, quality managers act as customer advocates whose job is to ensure that requirements are met or even exceeded by products and services,” states Roman Baecker, Associate Partner at Porsche Consulting. As customer behavioral patterns change and levels of competitive pressure rise, companies are placing an ever greater focus on customer´s demands. Exceeding the expectations of the customer is a decisive factor in the success of both companies and their quality management (QM) organizations. For this to work, quality managers have to position themselves as the voice of customers in their companies. This approach lets quality personnel distance themselves from a “policing function” and enables them instead to act as customer advocates and internal advisors for. Find out more about ways of shaping quality management for tomorrow in the Porsche Consulting Study “Quality of the Future”: https://lnkd.in/e7GJZNJR #Quality #QualityManagement #Transformation #DataQuality
