Volume 5 · Issue 7 · July 2000

Contents

The Power of the Quality Policy to Maximize Benefits

Ira Epstein of Value Management Associates writes that some organizations see the quality policy as a qualitative guiding light in the sky that they should strive to achieve, but with only limited effort by the organizational whole. He notes that the more successful organizations appreciate the significance of this requirement and have been able to reap its great rewards. With an in-depth look at defining “customer satisfaction” in measurable terms and at implementing the policy in a stable manner, Epstein discusses the challenge of turning “policy” into reality in an efficient, aligned and managed way.