Many companies and professionals seek to achieve zero defects in their products and services.
And many of them are of course wrong.
Nowadays, Zero Defects is the “floor, i.e. the minimum acceptable standard. It is not THE goal.
Zero defect means meeting the customer’s expectations. That’s not enough. Exceed expectations and surprise and delight them. Provide a superior customer experience.
The way to do this is through using quality improvement tools, which are essentially problem prevention based. These tools analyze and improve the processes by which we produce our products or render our services.
Bottom line: Make zero defects the floor. Then work towards your real goal, to exceed expectations. Do this by practicing problem prevention and by understand your customer well – better than your competitor.
This and more in my book “BEHIND THE SECRET OF SUCCESS – The Real Story.