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.
Risks & Opportunities
Risks
Major risks associated with poor quality and customer satisfaction include:
- Relying on technical capability to win over customers rather than planning for high quality and customer satisfaction.
- Since customers are risk averse, poor customer satisfaction and products that do not meet customer expectations will force customers to continue to use older products or to stick with your competitor's offering.
- Poor planning around product quality means that functionality or reliability that should have been in place in version 1.0 does not emerge until version 2.5; this allows larger or nimbler competitors to drive a wedge between the company and its customers.
- In this age of social media, a serious product quality issue is communicated to multiple customers or potential customers instantly – a single instance of poor quality can turn away many customers in a very short span of time.
Opportunities
Higher quality and more satisfied customers opens up a world of opportunity, particularly in the domain of cost reduction, through:
- Creating more consistent work with fewer resources, in a smaller facility.
- Reduction of input parts.
- Less waste in materials and process.
- Ability to consolidate production.
Higher quality and customer satisfaction also allows companies to grow on the revenue side:
- Quality systems and certifications, with a repeatable infrastructure that a third party verifies on a regular basis, can generate entirely new market opportunities.
Quality - How to Make Your Tech Products Do the Right Things Right:
Risks & Opportunities
Expert Topic