Position quality strategy from listening to voice of customer

If you are in the line of top management such as president, CEO or deputy GM, you can begin with listening to customer of voice to position company quality strategy. Investigating marketing and technology trends, visiting key customer base, surveying customer satisfaction, analyzing customer complaints, benchmarking competitor's process performance, not limited the above list, may well be a source of strategy. There are the most differentiated market segments of the world in China. So you can try service quality first, then product quality, next process quality, finally continuous improvement. Of course, the strategy you decided to take must be match your staff competence and resource capability. Personality service first might be a good start, because it will delight customer, which will result in customer honesty and market share rise. As far as your business, the quality of market just means profit. Don't take quality granted as statistical process control, FMEA, DOE, or Kaizen etc. Don't be puzzled by ISO9000 or six sigma either. You might know six sigma is only a slogan like Three Delegates even in GE, Motorola. Its effect depends on the comprehensive of your managers and cadres. Quality, especially service quality, is the sharpest edge to defeat your rivals. If you position your quality strategy in such way, you're running on the right road to achieve your ambition.