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Articles
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QICID: 24476
Title: Out of Sight ... Out of Mind
Copyright: ASQ
Author: Schultz, Bill
Organization:
Subject: Outsourcing, Vendor quality control, Quality management (QM), Customer expectation, Customer satisfaction (CS);
Series: Quality Progress, Vol. 42, No. 2, February 2009, pp. 20-24
This ARTICLE is available FREE
to all readers.
Abstract: There is a growing gap in quality-system coverage caused by outsourcing, a common feature in today’s business reality. While the main objective of outsourcing is cost reduction, it may mean that customers must deal with the vendor’s quality system. Without proper oversight the result can be a disappointed customer and lower company customer image. Audits that cover outsourced areas can help focus needed attention for client companies, resulting in improved customer satisfaction.
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