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Cutting Corners |
| Unless you live in complete news isolation you have undoubtedly read or seen the huge news about Toyota's quality challenges. This seems to be a predictable and unfortunate symptom of a company's natural business cycle.
The cycle starts with companies offering new and different products with high quality to attract customers. Then as the company goes through a growth phase and matures they start to look for efficiency and cost cutting. This process generally leads to a cheaper product. Sadly, the process usually focuses on company profits and manufacturing improvement rather than a continual, laser-beam focus on customer satisfaction and value.
Examples of this can be found in nearly every industry. In our internal quality and product development meetings our continual focus is simple. Cutting corners will not lead to satisfied customers.
Can you think of any company or product that cut quality on its way to better customer satisfaction. Please share some examples if you can think of them. |
Feb 17, 2010 7:45 AM
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