Meet the Expert
E. Michael Gray
Quality Consultant, TrustedPeer, Inc.
- Global head-of-quality executive at Silicon Valley technology companies, leveraging Japan manufacturing expertise to monetize quality and turn it into profit.
- Head-of-quality for $220m~$1b firms, leading up to 55 staff; regional roles at $2~14b firms.
- Leadership roles in quality at Symmetricom, Extreme Networks, Juniper Networks, Quantum Corporation, AlliedSignal, Bose Corporation.
- Saved employers millions of dollars in warranty/rework and tens of millions in retained at-risk accounts; added certifications which opened up new opportunities.
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Quality - How to Make Your Tech Products Do the Right Things Right
Quality Consultant, TrustedPeer, Inc.
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Formalize your business processes and bring them under control; uncontrolled or broken processes impede quality and customer satisfaction.
Benchmark how your business performs against other players both in and outside of your industry.
Focus on product reliability: Reliability = Quality + Time.
Have a standardized method and language for problem solving.
Top management commitment is essential; senior management sets the tone, direction and policies for quality and customer satisfaction.
Encourage employee involvement so that all personnel engage in satisfying customer needs and producing quality work throughout all aspects of the business.
Develop a quality strategy; identify, plan and invest in the key success factors that drive quality and customer satisfaction.
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Quality - How to Make Your Tech Products Do the Right Things Right:
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