MCT Beginning

1. The quality manager knows, among other thinhs, how to:

• Get organized
• Make time an ally
• Keep other wait
• Delegate work
• Drive changes
• Smile from time to time
• Promise to do better

2. The position of the quality manager is to be:

• The representative of top management in the company
• The customer's ambassador in the company
• The representative of the company for the customer
• Top management contact for the customer

3. Examples of definitions of the word quality

• Ability to meet requirements
• Implicit or explicit need or expectation
• Ability to satisfy the customer
• Fulfillment of a specified requirement
• Absence of defects
• Ensure compliance with specified criteria

4. Tips for building customer loyalty:

• Regularly transmit the information to the departments concerned
• Show every customer that they are special
• Be responsive to any complaint
• Send customer satisfaction surveys often
• Avoid making promises you can't keep

5. Top management commits to:

• Share the vision
• Clarify the mission
• Establish the strategic plan
• Establish the quality policy
• Determine customer needs and expectations