We have all experienced how frustrating it can be when an interaction with a company doesn’t materialize the way we expect.

Manufacturing quality managers collect quality data from every part of their line, at every step in their process. But the ability to see that data and use it—across the entire enterprise—is what will make or break a quality management program.

Surely, it’s a bad thing when a business receives customer complaints. If the customer isn’t happy, then there must have been a poor interaction and we need to do everything we can to make the customer happy as quickly as possible, right? 

Statistical process control (SPC) software is a large part of data collection and analysis in the modern manufacturing environment where quality control is a necessity. To understand what is needed from SPC software nowadays, we need to first understand the difference between traditional, on-premise SPC software and an e-commerce SPC solution.

Successful management and leadership of the quality department for an organization involves an integrated approach that includes a communication network that extends both horizontally and vertically within the organization as well as outward to customers and suppliers.

Voice of the Customer (VoC): Enhance Quality by Capturing Stated, Implied and Silent Needs is the first in a series of Insight Reports dedicated to helping you improve your quality management by mastering the Voice of the Customer methods.

How powerful would it be if your customer service could communicate an analysis of production quality for an order?

Many good companies fail. Whether you own a business, are employed by one, or have invested in one it is very disconcerting because your career and financial security are at stake.