When It Comes to Cost Reduction, Variation and Waste are the Enemy

In a recent survey of 89 organizations conducted by Whataboutquality.com, respondents were asked what few key characteristics defined quality, in the eyes of their customer, the most popular response was: the product or service met my requirements. The next two most popular responses were: it worked like I expected and it was a good value, worth what I paid for it (...) So how do you continue to exceed customer expectations and simultaneously reduce costs? There are two paths to take. You can find and reduce the variation in your process and you can eliminate as much of the non-value-added waste in your operation....