MCT Beginning

1. Top management commits to:

• Share the vision
• Clarify the mission
• Establish the strategic plan
• Establish the quality policy
• Determine customer needs and expectations

2. Examples of definitions of the word quality

• Ability to meet requirements
• Implicit or explicit need or expectation
• Ability to satisfy the customer
• Fulfillment of a specified requirement
• Absence of defects
• Ensure compliance with specified criteria

3. The position of the quality manager is to be:

• The representative of top management in the company
• The customer's ambassador in the company
• The representative of the company for the customer
• Top management contact for the customer

4. In the near future, the notion of quality will be replaced by:

• Compliance
• Efficiency
• Performance
• Excellency
• Effectiveness
• Assurance

5. Tips for building customer loyalty:

• Regularly transmit the information to the departments concerned
• Show every customer that they are special
• Be responsive to any complaint
• Send customer satisfaction surveys often
• Avoid making promises you can't keep