| Title | 3M Entitlement Quality: Flawless Execution at the Speed of the Customer |
| Author(s) | Robert Mitchell |
| Source | AQC/WCQI |
| Topic | Organizational CulturePerformance Improvement
Change Management |
| Abstract | The 3M Company’s approach to enterprise-wide quality improvement for business results and customer satisfaction is outlined. 3M combines ISO, Six Sigma, lean, business process management, commercialization and supplier management, and its own model for process and product understanding that form a holistic quality system aimed at improving internal efficiencies and creating customer value for growth. A scorecard has been developed for verifying customers’ perceptions of quality against internal metrics. |
| Access Restrictions | ASQ members only |
| Link for .PDF | http://asq.org/world-conference/2007/customer-satisfaction-and-value/3M-entitlement-quality.pdf |
| Link for HTML | None |
| Reference Code | 1-052 |
HBOK 1-052
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