Planning for Quality

Here a little more from Joseph M. Juran about Quality -> CRM

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In broad terms, quality planning consists of developing the products and processes required to meet the customers' needs. More specifically, quality planing comprises the following basics activities:
- identify the customers and their needs
- develop a product that responds to those needs
- develop a process able to produce that product.

Invariable sequence of steps for quality planning:
- identify who are the customers
- determine the needs of those customers
- ranslate those needs into our language
- develop a product that respond to those needs
- optimize the product features so as to meet our needs as well as customers' needs
- develop a process which is able to produce the product
- optimize the process
- prove that the process can produce the product under operating conditions
- transfer the process to the operating forces.

Planning for Quality, Joseph M. Juran

About japanese CRM, Quality and, last but not least, philosophy...

A senior executive at an American car company once told me that the company had just finished its twentieth annual study of Toyota. After 20 years, was the company still learning something new about its adversary, I asked. he abswer was illuminating. "For the first five years," the American manager replied, "we thought we had a data problem. No one's quality could be that good. For the next five years, we thought it must have something to do with being Japanese -docile workers, group-ism and so on. For the next five years we thoughtit must be their technology -robots, supply systems, etc. Only in the last five years have we come to realize that they have a fundamentally different philosophy about customers and workers."
Planning for Quality, Joseph M. Juran