Re: Customer satisfaction, 2 questions

["Roger White" <rl_white@hotmail.com>]

Tom Dulz writes:

...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...

Surely it depends on what you mean by "the point of it all"?  The "point of 
it all" *cannot* just be the generation of the revenue stream, critically 
important as it is.  I don't have the time now to check the archives or OUTC 
and TNE, the only Deming texts I own, but I am sure there has been a lot of 
reference on the DEN to the multiple purposes of an enterprise (system) e.g 
profit, continued existence, continued employment for the workers, customer 
satisfaction, and so on.  In other words, it's not as simple as Tom implies.

All the best.

Roger White
Aberdeen
Scotland