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From Total Quality to Total Customer Value Management

Customer Value Foundation

The Next Big Leap: From Total Quality to Total Customer Value Management

The Quality Revolution was meant to be customer focused, instead became process centric and one of record keeping. Nonetheless, Total Customer Value Management can learn from the Quality movement. There is much to learn.

The Value of Quality

  • Quality has excellent ideas, discipline and methodology
  • Huge resource available, great and dedicated people
Question: How to use the Quality resource and Quality ideas and Quality thought processes for Customers?
  • Advance from a Quality Strategy to a Customer Strategy
  • Use Quality Circles concept to form Customer Circles
  • Go beyond Zero Defects to Zero Complaints
  • Institute Systemic, Mind-set and Attitude changes in Customer thinking

How to Leverage Quality for Customer Value

  • Going beyond: The role of executives is to create value for employees and Customers and thereby for shareholders.
  • Creating Customer Value goes far beyond experience and quality and leads to increased loyalty and increased market share.
  • Measuring Value allows you to create more value effectively.
  • Quality People should become Value Creators
To achieve this, Quality must create value for Customers and Employees.

People who led the Quality revolution could easily lead the Customer Revolution. Are you ready to re-deploy your Quality resource for Customers today?

Would love your comments and help. We are happy to help others in education and executive education on courses in Value Creation.

Gautam Mahajan,
President, Customer Value Foundation and Inter-Link India
Founder editor, Journal of Creating Value
K-185 Sarai Jullena, New Delhi 110025
+91 98100 60368, 011-26831226
Twitter @ValueCreationJ
Customer Value Foundation (CVF) helps companies to Create Value and profit by Creating Value for the Customers, employee and for each person working with the companies.

Total Customer Value Management (Total CVM) transforms the entire company to focus on Creating Value for the Customer by aligning each person's role in Creating Customer Value and getting shareholder wealth and Value.368, 011-26831226
Twitter @ValueCreationJ

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