The document discusses reducing the gap between a company's quality program, customer key performance indicators (KPIs), and customer perception of product quality. It proposes understanding customer expectations, discussing quality perception with customers, building an improvement plan with customer input, defining quality KPIs with the customer, and establishing mutual commitments to achieve them. A conceptual approach is outlined that revisits quality metrics, introduces aligned customer KPIs, obtains customer feedback through surveys, and establishes joint company-customer commitments. A process is proposed that includes periodic surveys, tracking internal and customer KPIs throughout development and deployment, unit-customer discussions, and implementing corrective actions based on customer perception feedback. Tools are mentioned like quality status presentations, a mutual

1. Customer Perception
of
Product Quality
Overview

2. Challenge
Reduce gap between
the company Quality program,
Customer KPIs, and
Customer perception of product
quality by:
Customer
perception of
quality
ABC quality
performance &
metrics
> Understanding Customer’s quality expectations and their
implications
> Understanding and discussing quality perception with Customer
> Building improvement plan and communicating it with Customer
> Defining with Customer the expected quality KPIs and results
> Build mutual commitments to achieve them

3. The Plan - Conceptual Approach
Revisit
Quality
Metrics
Introduce
Customer
KPIs (CBU
View)
Get Customer
Feedback -
“Transaction
Survey”
Joint
Company and
Customer
Commitments
>Refine existing
metrics
>Add new
(additional)
metrics
>Align with
industry
>Common
Customer KPIs
>Focus on
business
impact/post-
deployment
>Periodic
(release-
based)
surveys
>Focus on
quality
>Feedback tied
to latest
performance
(real time)
>Mutual
commitment
>Mutual
quality
statement
>Room for
additional
improvemen
ts

4. Process Concept
Periodic
Survey
Internal
KPIs
Customer
KPIs
Release Development
and Deployment
Unit-Customer
Discussions
Release
Initiation
Mutual
Commitment
Collect
Information
Customer
Perception
Corrective
Actions
>Trigger (align
with
Customer’s
cycle)
>Target
audience
>Questionnaire
>Manage by facts
>Enrich internal KPIs
(example - closure of UAT
defects)
>Track production
readiness from the
beginning
>Track Customer KPIs
>Unit representatives
>Customer mgt
>Discussions cover
predefined list of topics
>Defined commitments,
KPIs and survey as input
for discussion
>AIs for future releases
>Report to Unit’ mgt
>Unit-
Customer
>All parties
within Unit
>Impact of
decisions

5. Customer Perception – Tools
> Quality status presentation – What we have done until
now: activities, results, and trends
> Mutual commitments (R&R) template – Unit/Customer
commitments
> Measurement guidelines
> Questionnaire

6. Thank you