MCT Beginning

1. In the traditional company:

• The commercial sells what we can do
• The function is determined by the job description or title
• The goal (purpose) is to delight the customer in a profitable way
• Information is a source of power
• Power is centralized
• The local manager transmits orders from top to bottom

2. Tips for retaining your customer:

• Show each customer that they are special
• Be responsive to any complains
• Send frequently customer satisfaction surveys
• Avoid making promises you cannot keep

3. The "ideal" leader, among others:

• Shows kindness
• Believes a priori that man is good
• Strives to influence rather than direct
• Dares to surprise
• Explains the how

4. Some "mega" tools:

• FMEA
• Internal audit
• Kaizen
• COQ
• Lean

5. The optimum of the COQ:

• Is between over-quality and under-quality
• Is reached when compliance costs exceed non-compliance costs
• Is reached when compliance costs are lower than non-compliance costs
• Requires significant resources