Us Companies

* Customer decide which is the goal and demand the quality level; first task: serve the customer

* Americans want to increase expectation and competition.

If you don’t found the product or service good, you will go to somewhere else.

* 90% of US company don’t know how to solve problems

* US companies don’t know their problems; don’t talk with worker to know how things are going or to suggestion to the problems

* The deeming chain reaction: Improve quality Cost decrease (Less rework, fewer mistakes, fewer delays, better use of time and materials) Productivity improves Capture the market with better quality and lower prices stay in business provide more jobs

* Rational(oven): customer pay for value; customer must be heard; research and development; respect the worker

* Trump (laser technology): managers must know about their products, plant and machines; customers don’t care to pay more for a better quality; customers and product work together;

* Playmobil: improved quality listening to what appeals to the mind of a child; listen to customer not buyer; listening to the customer you have a clear vision of the company and for who the product is being designed; long view and goal (10 years to design a product); design is not enough, innovation and technology is; shatter functional walls (helps communication, cross functional team work, integration between departments, close relationship with managers);first class design, equip,quality,manufac

* Hurco (machine tools): Workers know the problem ( close relationship, ask for suggestion)

* 8 dimensions: performance, features, reliability, conformance, durability, serviceability, aesthetics, perceived quality

Diametric opposite goals: performance x durability ( it is not the goal); durability x aesthetic ( how it looks it is not important, how it last is); reliably x performance; features x aesthetic; features x performance;

It is impossible to have all 8 together

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