October 18, 2008


In class Paul gave us some fantastic examples how quality mattered. Paul first asked the entire class to write a defination of what quality meant to them. It was so interesting to know that how the word quality meant different things to different people. Someone said quality was about costumer satisfaction, someone said how good or bad a product was, some one said the delivery time should be included. So in the final analysis we learnt that the manufacturer has to be very careful as quality meant different things to different people.

Paul then asked to associate quality to a company or a country. The first answer that came from everyone was 'Japan'. It is amazing how Japan has done so well for itself bu doing simple things such as waste elimination and just in time. Paul told us that we should work tords excellence so that next time our countries make it to the lisy too.

Paul then asked us who is more important, customer or shareholder. Paul told us that shareholder is the king but customer is the God. Paul said that customers are the ones who pay the wages of the shareholder therefore the company must keep the interest of customer in mind before shareholders. Many a times companys say that "if we take this step then what will happen to our shareholders?" It should not matter as long as the customer is being served.

Paul told us that it is not only important to match the customers expectation but give them something they did not expect at all and will be benefical for them. For example walkman was the first portable music player. Customer would not have thought of listening to music while travelling.

Paul showed us a graph of customer satisfation to quality. It was very interesting to see the graph. It was a very interesting lecture :)

Thank you Paul....

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