Volume 8 · Issue 4 · June 2002

Contents

Page 10…

Extend Quality to the Other Stakeholders to Up Cash Flow

Norma Davis writes that, when improving quality, an important objective is to positively impact as many stakeholders as possible. She examines the O2C business cycle, which is the set of activities from the time a customer places an order for a product until the payment is received from the customer. Davis explores improvements to an organization’s O2C that can generate benefits for all three primary stakeholder groups—customers, investors and employees—while making significant improvements to cash flow.