Article Abstract:
Many organizations are using the Malcolm Baldrige National Quality Award criteria to pursue their goal towards achieving performance excellence. This development brings into focus 10 core values which serve as basis for the criteria. The customer-driven quality value requires organizations to focus on meeting customer demands, where continuous improvement and learning increase organizations' prospects of maintaining a competitive edge. Adopting the management by fact value provides organizations with a strong foundation for effective planning, decision making, and work force participation.
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Article Abstract:
Enhancement of product quality can be achieved through harmonious customer-supplier relationships as shown by the experience of the Army & Air Force Exchange Service (AAFES) in partnership with traditional manufacturing companies. The quality assistance provided by AAFES consists of elements such as review, audit and guidance of inspection/test functions, audit of quality system, training of supplier personnel and certification of supplier quality. AAFES audits determine the effectiveness of the supplier's quality practices and improvement areas.
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Article Abstract:
A quality-based approach can help in building a better contractor-customer relationship. Quality programs help solve problems regarding customer needs and also aim at de-emphasizing price as a criterion to allot business. Proper and effective project planning modifications to the original plan as per need are also essential. Project metrics need to be aimed at the customer's satisfaction and increased quality. A change in management attitudes towards customers is essential to the approach.
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