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Jeff Jaswa
"Quality is never an accident; it is always the result of high intention, sincere effort, intelligent direction and skillful execution; it represents the wise choice of many alternatives." -- Willa A. Foster Much has been said, in so many places, about what quality "is" and "isn't." But when it comes to the quality of customer-supplier relationships, the key operative word is "relationship." No matter how good the quality of our goods and services, the nature of the interpersonal relationship between a customer and supplier can make or break the exchange. In this, as in so most aspects of life, I am a firm believer in the Golden Rule - "In everything, therefore, treat people the same way you want them to treat you…" In choosing to place ourselves in our customer's or supplier's shoes to better understand their needs and concerns; in using the many available quality tools not to beat one another up, but rather to develop and convey factual information; in consciously directing our efforts toward identifying and achieving our common goals; in all these things, the application of the Golden Rule can help build effective customer-supplier relationships, defining both the process and the outcome. The Customer-Supplier Division is in the unique position of being the umbrella organization overarching not only those individuals interested in customer satisfaction and/or supplier quality, but potentially all quality professionals in all segments of business and industry. In fact, the argument could be made that CSD is the common ground for all individuals - period, as we are all both customers and suppliers. Such higher intentions aside, the CSD does offer those of us who do have a specific interest in customer and supplier issues an opportunity to develop and share relevant information on the creation and management of effective customer-supplier relationships." Biography Jeffrey (Jeff) A. Jaswa is employed by Akzo Nobel Coatings (chemical process industry / chemical coatings) in Columbus, Ohio where he has been involved in various quality activities for over 20 years. His first ten years focused on process and quality control from a laboratory and production perspective. Since 1992 he has been responsible for the development and implementation of Akzo-Columbus' Supplier Quality Assurance program (including Supplier Certification and Supplier Audits.) Jeff has also had significant roles in the site's ISO registration, and the implementation of SPC and other continuous improvement programs. Prior to his employment by Akzo, Jeff received a B.Sc. degree in Biological Sciences from The Ohio State University and also did two years of study toward a graduate degree in mycology. Jeff is a Senior Member of ASQ and has been certified as a Quality Auditor and Quality Engineer. He is active in the Customer-Supplier Division currently serving as Chair and a Deputy Regional Counselor. Past service in CSD includes stints as the RoadShow Coordinator, Treasurer, Chair and Co-chair for various Fall conferences, Vice-Chair, Programs and Vice-Chair, Membership, among others. He has also been an active volunteer in ASQ's Audit Division, where he is currently serving as the Examining Committee Chair. Contact Information:
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