I have been having a lot of conversations recently with leaders talking about the disconnect between quality and the customer.
It's a frustration many people in quality discuss, the fact that quality becomes more about compliance and less about the customer.
So how can we shift the focus of quality from compliance to customers?
In this SHORT VIDEO I propose three easy steps you can take right now to start shifting the culture at work.
- Talk less about compliance and more about your customer
- Start every conversation about quality with your customer in mind
- Make your customer real, give them a name and a personality
Research shows that we are less likey to care about our customer when we dehumanise them.
It's time to stop focusing on compliance and spend more time focusing on our customers.
Is there one thing you can do today to make the cultural shift?