Redefining customer expectations: people, linkage, and a cooperative effort are necessary for innovation

Article Abstract:

Successful marketing must at the very least meet customer expectations. Exceeding expectations may make the company a leader in its field. Customers' current expectations must be considered as well as desires that can be created for the customer. Innovation in marketing may often come from careful consideration of the internal needs and wants of the customer. Domino's Pizza's guaranteed delivery time is a perfect example of a company's policy redefining customer expectations and industry standards.

Marketing management, Customer service

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Tracking quality in a JIT environment

Article Abstract:

Three firms maintain quality in a just-in-time manufacturing environment through the application of ISO/QS 9000 standards and partnerships with suppliers. Square D Co. conducts thorough quality audits using ISO 9000 standards at supplier facilities. Suppliers are made a part of the overall manufacturing process at Baldor Electric Co. while American Axle & Manufacturing Inc. has networked its computer systems with suppliers to facilitate communications.

Just in time inventory systems, Just in time systems

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Time to take the offensive with TQ

Article Abstract:

Survey results indicating managers' discontent with their own Total Quality (TQ) efforts show their willingness to challenge limits and thus create change. More organizations are now shifting their focus from Defensive Total Quality (DTQ) to Offensive Total Quality (OTQ). The latter dwells on ways to achieve positive results rather than prevent negative ones. Thus, concepts such as creativity, opportunity and breakthrough performance are highlighted.

Total quality management

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