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Showing posts from June, 2012

Juran Trilogy in Service Quality

How often have you not purchased a product when the accompanying service was not upto your expectations?  I am sure, several times.  As a keen observer of how I, my family, and others purchase products, I am convinced that increasingly we purchase a product as a package – with the accompanying service.  To add to this we buy a range of services regularly.  Are we then primarily buying services of products?  While writing about quality at Ford, in June 2011, I asked if Ford was a Service company or manufacturing one
This month Paul Borwaski, CEO of ASQ, highlights this question as well.  His question is inspired by a recent Conference Board paper on Answering the Conference Board CEO Challenge. While some wonder if we are predominantly a service economy, I think we are already in one. Unless we are buying iron ore or defense aircrafts.
So what are the things we buy? Groceries, Utilities, Clothing, Food, Entertainment, Phones, Cars… You get the drift.  Most of these products are si…