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HBOK 1-052

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

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