Re: Customer satisfaction, 2 questions)

[Tom Dulz <dulz@hereintown.net>]

Humberto wrote:
> 
> Tom:
> 
> Are you saying that I can also improve the quality of my products by
> lowering my customer?s expectations??

Ignoring the fact that there is no guaranteed way to consistently
influence customer's expectations, it may be worthwhile to remind
ourselves that the point of it all is not really quality, but the
development of an ongoing stream of revenue. To state the obvious, every
organization needs revenue from the outside to survive.  The point then,
is to get this revenue. Deming's famous flowchart shows this clearly. 
Quality is a means to an end, it is not the end itself.  And while we
may believe that quality is the best way to develop this revenue
relationship, it is not the only way.

Cheers

Tom