Sep
09

Confirmed: Perceived Quality Affects Customer Advocacy More Than Any Other Element

1472758161

The September issue of Harvard Business Review  includes an article related to The Elements of Value. In the article, a study highlights what customers value in products varies by industry.

An included table summarizes the top 10 elements of value that various industries find influence loyalty. (Left)

The 10 types of businesses evaluated include:

Apparel/Retail
TV Service Providers
Discount Retail
Consumer Banking
Grocery
Brokerage
Food and Beverages
Auto Insurance
Smartphones
Credit Cards

See anything in common? For all industries noted, “Quality” is referenced at the top of the list.

 

“Some elements do matter more than others. Across all industries studied, perceived quality affects customer advocacy more than any other element. Products and services must attain a certain minimum level, and no other elements can make up for a significant shortfall on this one.”

“A rigorous model of consumer value allows a company to come up with new combinations of value that its products and services could deliver. The right combinations, pays off in stronger customer loyalty, greater customer willingness to try a particular brand, and sustained revenue growth.”

 

 

 

Aug
02

Avoiding Product Recalls

downloadOver the years, we’ve had our share of inquiries related to organizations seeking to resolve a recall situation.  While many of these calls are reactive, a proactive approach is recommended to avoid the cost and overall impact to stakeholders.

How can you avoid product recalls? 

Know Product Safety Requirements –  Avoiding recalls generally starts with product design and specification development. Due diligence is required to determine if any applicable testing is required depending on the market in which it will be sold. Contacting a testing lab for a general inquiry is worth the time and effort. Researching ANSI and ASTM standards is also advised.  A third party’s expertise can also be leveraged here and specifications development/testing can be outsourced.

Know Your Suppliers – Supplier selection is a critical component in the quality process. Verifying suppliers and performing an on-site evaluation adds an additional level of assurance. Considerations include:

  • Management
    • Is there a quality manual, and how are people trained?
  • Engineering
    • Are there control systems and a formal system of using updated drawings/specs?
  • Quality Control
    • Is there a quality department, and how much ultimate repsonsiblity do they have?
  • Incoming QC
    • Are raw materials inspected, and is inspection equipment calibrated?
  • Packaging
    • Are they packaged to prevent damaged and properly labeled?
  • Non-Conforming Materials
    • Is there a specific area for non-conforming materials and applicable training for handling/reporting?
  • Corrective Action
    • Is corrective action properly communicated, documented and follow-up on?
  • Manufacturing
    • Is there documentation, a maintenance program, etc.?

View an example Initial Supplier Evaluation report here to get a better idea of the basics when considering a potential partner.

Don’t Skip Inspections – Even the most highly rated suppliers have been known to release a shipment or two with quality issues that somehow went unseen. Some of these quality concerns can end up being safety issues that can easily result in recalls or other rework/warranty situations.  For an added level of assurance, incorporate pre-shipment inspections. These happen when the shipment is 100% produced and 80% packaged. So, you’re able to confirm visual/workmanship issues, functionality and packaging integrity issues.

View example QC inspection reports here to get a better idea of what’s included in the final evaluation of product.

For additional information regarding avoiding recalls and ensuring quality, contact us.

Recent recalls are listed on the CPSC site here.  “The CPSC fulfills its mission by banning dangerous consumer products, establishing safety requirements for other consumer products, issuing recalls of products already on the market, and researching potential hazards associated with consumer products.

A global site is also available here.  “The GlobalRecalls portal brings together information on product recalls being issued around the world, on a regular basis, together in one place – on an OECD platform.”

Jul
11

Quality: It’s What’s Driving the Global Automotive Industry

A report issued by McKinsey & Company predicting trends up through 2020 in the global automotive industry identifies four challenges that will affect the industry’s growth.  With these four challenges in mind, we offer quality solutions that effectively hedge or otherwise prepare those working within the industry.

  • Complexity and cost pressure
  • Diverging markets
  • Digital demands
  • Shifting industry landscape

“To capture future growth and find profit from these challenges – and to mitigate their risks – OEMs cannot simply turn to their traditional toolbox. They need to review and adjust their strategic priorities, deploy the appropriate investments and resources, and develop new skills to execute these strategic objectives.”

The automotive aftermarket faces it’s own challenges as well, discussed in detail within the Aftermarket Outlook 2020 report.  According to the report, challenges include:

Challenges_Aftermarket

Quality solutions continue to offer a competitive advantage that ensures long-term sustainability while effectively addressing challenges identified by the industry.  Solutions offered include:

  • Supplier Selection (Verification and on-site initial evaluations)
  • Product Development (Testing, PPAP, etc.)
  • Production (In-process QC inspections, order monitoring, corrective action, etc.)
  • Supplier Management (TS/ISO 16949 audits, process audits, ISO 14001 environmental/sustainability audits, SA8000 social audits, C-TPAT security audits, etc.)
  • Shipping – Logistics (Container loading supervision, pre-shipment QC inspections)

Over the last three decades, Pro QC has assisted a significant number of OEMs and aftermarket parts suppliers in reducing their associated risks and cost. View our example service reports here

Will you be one of over 44,000+ attendees at AAPEX this year? If so, visit us in Booth 1874 to learn more about how we help reduce quality risk and cost in the industry! If you are unable to attend, contact us anytime at one of our worldwide office locations.

Jun
16

Quiz: How Passionate Are You About Quality?

UntitledAre you a Quality Aficionado?

Use the Likert-type scale below to answer the 20 questions, and then total up your score. Download a copy here for a template to write directly on and/or share with your colleagues and friends!

 

Strongly Disagree>  1 – 2 – 3 – 4 – 5  <Strongly Agree

  1. You notice non-conformances in products when you go shopping. You may or may not speculate what the root cause could be.
  2. You notice inefficiencies in the processes of various organizations you interact with outside of work. You often identify how you would do it better.
  3. Customer ratings have a significant weight on your personal purchase decision-making process.
  4. You notice the word “quality” whenever it’s referenced in a company name or other commercial message.
  5. You love data (metrics).
  6. You’ve had more than one conversation with family and friends about the importance of quality.
  7. You have an appreciation for “quality quotes” and have shared them on social media.
  8. You enjoy problem solving.
  9. When you set goals, they’re SMART.
  10. You know what it means to be a “quality guru” and can identify one or more of them.
  11. You’ve said “quality over quantity” out loud more than once.
  12. You think of Toyota as more than just a car manufacturer.
  13. You see continuous improvement as a way of life.
  14. You would wear a shirt out in public that said, “I love quality.”
  15. You believe quality is everyone’s responsibility.
  16. You work in a quality-related field.
  17. You have taken one or more workshops, webinars, etc. related to quality and have enjoyed them.
  18. You are or have been a member of ASQ or another quality-related association.
  19. You have or have thought about obtaining a quality certification.
  20. You have no problem paying more for something if it’s a better quality product, or if it’s from a socially responsible organization.

Almost done…

Now, total up your scores and match below:

0-40 Quality Indifferent  – You wouldn’t consider yourself a quality expert and don’t spend a lot of time thinking about it. You have no particular interest in quality and find yourself to be generally unconcerned. Find a Quality Aficionado and spend some time with them right away!

41-79 Quality Enthusiast – You’ve certainly got an appreciation for quality and apply it to both your work and personal life. You recognize the significance of quality in everyday life and incorporate it some of the time. You find yourself highly interested in the topic and seek to learn more. Don’t stop learning!

80-100 Quality Aficionado  – You are a cheerleader for quality. You love it and have integrated it almost seamlessly into your personal and professional life. You influence others around you and truly believe continuous improvement is a way of life. Quality is ingrained in who you are, and you wouldn’t have it any other way.

At Pro QC, we work with Quality Aficionados that have a passion for the industry and for what they do. We have over three decades of experience and offer quality consulting and engineering services in over 39 countries. Contact us for more information!

Jun
09

ISO 9001:2015 Transition Video Posted

Don’t miss our latest video discussing the ISO 9001:2015 transition process and questions we’re frequently asked:

Also, be sure to download our free gap analysis! Or, check our previous post discussing our Top 5 Tips.

Contact us for additional information, or to schedule a complimentary consultation.

Older posts «