Yesterday I was sitting in our family room reading; my wife was browsing some forums and we were both listening to some music selection made a long time ago.
At a particular song my wife turned to me and asked:
- Do you remember when WE first heard this song?
- We were young(er)?
- Yes…but when?
Not sure… [ That was THE wrong answer…long silence from me]
- I was at the university and you were visiting me…we were both so young…
I missed again and yet I made myself a habit to remember and engrave in my memory important things about our relationship. But 22 years comes a long away and sometime I slip on the ice.
Same thing with your customer. Be sure to write down anything pertaining to his products. Made design reviews, changes reviews and put everything in that related customer file.
A good QMS should be aware of anything customer related. From his first request to that delivery yesterday. From good coups to his request for “change opportunities” a.k.a. complaints, everything he asks for is another reason to show him that he was right to have you as his best supplier.
Don’t disappoint him and you will have best relationship ever.
Don’t we all wish to have that?
Tuesday, March 25, 2008
Monday, March 24, 2008
Quality Gifts
Quality Gifts
You know what a gift is. Right? I mean there are a whole lot of occasions when you are put in the (sometime) difficult situation to choose a gift. For someone in your family, for a co-worker, for a friend, etc.
Now…there are 3 big categories of what I call gifters. The ones that look inside them when looking for a gift, the ones that look at what the receiver will like and the ones that looks for a gift that will be liked and at the same time express their inner feelings towards the receiver.
The one that looks inside them are not paying any attention to the receiver of the gift. They just want to show how [insert ego here] they are and blow away the mind of receiver. Not paying much attention to customer’s needs. But they are the best and unfortunately the ones able to offer. So sometime we are forced to accept them and that is because most of the time we don’t know better (or it’s too – expensive/stressful/time eating – to look for something else). Something along the lines of Windows (the operating system). There are Linux based systems but…there are too many butts to count them. So we conceive them a point. They are there. Egocentrics but there. And they deliver. On their own terms. And we are secretly looking (and hoping) for the next best thing.
The one that looks after the needs (or likes) of the receiver sometimes forget that the gift is mostly pleasure. For receiver as for the giver. Contrary to our first category those ones are (almost) altruistic to boot. They are always looking for the next Grail. The pinnacle of perfection. The one that will make you (the receiver): WOW! And sometime the dreadful “I never think about that one!” And now our gifter is trapped. In the very own trap made for him and only for him. Cause from now he must keep the bar at that level and higher than that Problem is he did not think that far. He did not think about the resources involved, nor about logistics or operations. He was full speed ahead to make the customer contended. At any price. And most of the time that price is as fatal as the embrace of THE Kraken.
The one that looks both sides are our all time winners. They take the time to look (and evaluate) the receiver needs and expectations as well as his resources and steps needed to be taken in order to meet those expectations. And every time they deliver. And they are exceeding expectations too. Because they are putting their resources in harmony with customer’s needs. And customers…err receivers love them. Because they know quality.
And quality means always being on the same wavelength as your customers and at the same time one step ahead.
You know what a gift is. Right? I mean there are a whole lot of occasions when you are put in the (sometime) difficult situation to choose a gift. For someone in your family, for a co-worker, for a friend, etc.
Now…there are 3 big categories of what I call gifters. The ones that look inside them when looking for a gift, the ones that look at what the receiver will like and the ones that looks for a gift that will be liked and at the same time express their inner feelings towards the receiver.
The one that looks inside them are not paying any attention to the receiver of the gift. They just want to show how [insert ego here] they are and blow away the mind of receiver. Not paying much attention to customer’s needs. But they are the best and unfortunately the ones able to offer. So sometime we are forced to accept them and that is because most of the time we don’t know better (or it’s too – expensive/stressful/time eating – to look for something else). Something along the lines of Windows (the operating system). There are Linux based systems but…there are too many butts to count them. So we conceive them a point. They are there. Egocentrics but there. And they deliver. On their own terms. And we are secretly looking (and hoping) for the next best thing.
The one that looks after the needs (or likes) of the receiver sometimes forget that the gift is mostly pleasure. For receiver as for the giver. Contrary to our first category those ones are (almost) altruistic to boot. They are always looking for the next Grail. The pinnacle of perfection. The one that will make you (the receiver): WOW! And sometime the dreadful “I never think about that one!” And now our gifter is trapped. In the very own trap made for him and only for him. Cause from now he must keep the bar at that level and higher than that Problem is he did not think that far. He did not think about the resources involved, nor about logistics or operations. He was full speed ahead to make the customer contended. At any price. And most of the time that price is as fatal as the embrace of THE Kraken.
The one that looks both sides are our all time winners. They take the time to look (and evaluate) the receiver needs and expectations as well as his resources and steps needed to be taken in order to meet those expectations. And every time they deliver. And they are exceeding expectations too. Because they are putting their resources in harmony with customer’s needs. And customers…err receivers love them. Because they know quality.
And quality means always being on the same wavelength as your customers and at the same time one step ahead.
Sunday, March 23, 2008
Quality as a Sin
Wondered many times why the word SIN even exists. After all the religiously defined sins are all extremes. Do I need someone to remind me that extremes are bad or is just a personal index of red buttons?
Like a switch that goes off when one eat too much or one had sex more than 4 times a week?(what was the average again? oops...only 3 times a week?) And speaking about that are all extremes bad?
Now...is quality a SIN? Going by my definition it seems quite so.
Wanting best of the best of the best, SIR!
Is that sinful? Or striving to give the best thing that is there?
Of course I want what it's best...for my kids, for my family, for my customers, my team workers and even for me. But is the best the only answer? Or acceptable is as good as the best?
I must say for my part that I am (most of the time) a sinner of first degree. Always telling my kids that they should put that mug in the sink, the books back on the shelf and that DVD goes back in it's case and not on the player, close the door, wipe your feet, say hello on the phone (not Yo men! what's shaking or whatever the slang is in this age) and clean your room for God sake!
Or in day to day life. Striving for that little extra that makes your day.
Buying a newspaper (or your cream cheese bagel) and hearing the: Have a good day!
Looking for a book/movie/cd music and someone from the store giving you a little resume, that kinda makes your day (don't get me started on the "How may I help you?" 10 times in about 15 minutes - that gets me in the ballistic zone).
How about the customers where you work. And I am not talking about the CUSTOMER. I am talking about the ones waiting after you so that they continue to the next step.
Do you go the extra mile to ensure they are happy with what you are doing?
Are you happy with the ones where you are the customer?
All those little "extremes" are what is making QUALITY so great. The inner reward in the first place. Knowing you did best. And you did it right. The first time.
Maybe this is what is all about.
Doing it right the first time for that customer who asked you for that part (or service) that you are the only one doing it now.
Doing it right the first time....that have a nice ring to it. Like the sun passing through a glass filled red wine and warming your eyes with a pallet of colours or eating grapes a cold autumn morning and filling your nose and mouth with autumn.
Did you go to those extremes? I was there.
I'll say it here that I sinned...doing it right the first time. And many times, not only once. And many times after.
Wishing you the same I really hope you'll enjoy reading this blog as much as I enjoy sharing my thoughts with you. You, the reader, my quality critic and my most revered customer.
May Quality be with you! Everywhere...
Like a switch that goes off when one eat too much or one had sex more than 4 times a week?(what was the average again? oops...only 3 times a week?) And speaking about that are all extremes bad?
Now...is quality a SIN? Going by my definition it seems quite so.
Wanting best of the best of the best, SIR!
Is that sinful? Or striving to give the best thing that is there?
Of course I want what it's best...for my kids, for my family, for my customers, my team workers and even for me. But is the best the only answer? Or acceptable is as good as the best?
I must say for my part that I am (most of the time) a sinner of first degree. Always telling my kids that they should put that mug in the sink, the books back on the shelf and that DVD goes back in it's case and not on the player, close the door, wipe your feet, say hello on the phone (not Yo men! what's shaking or whatever the slang is in this age) and clean your room for God sake!
Or in day to day life. Striving for that little extra that makes your day.
Buying a newspaper (or your cream cheese bagel) and hearing the: Have a good day!
Looking for a book/movie/cd music and someone from the store giving you a little resume, that kinda makes your day (don't get me started on the "How may I help you?" 10 times in about 15 minutes - that gets me in the ballistic zone).
How about the customers where you work. And I am not talking about the CUSTOMER. I am talking about the ones waiting after you so that they continue to the next step.
Do you go the extra mile to ensure they are happy with what you are doing?
Are you happy with the ones where you are the customer?
All those little "extremes" are what is making QUALITY so great. The inner reward in the first place. Knowing you did best. And you did it right. The first time.
Maybe this is what is all about.
Doing it right the first time for that customer who asked you for that part (or service) that you are the only one doing it now.
Doing it right the first time....that have a nice ring to it. Like the sun passing through a glass filled red wine and warming your eyes with a pallet of colours or eating grapes a cold autumn morning and filling your nose and mouth with autumn.
Did you go to those extremes? I was there.
I'll say it here that I sinned...doing it right the first time. And many times, not only once. And many times after.
Wishing you the same I really hope you'll enjoy reading this blog as much as I enjoy sharing my thoughts with you. You, the reader, my quality critic and my most revered customer.
May Quality be with you! Everywhere...
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