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Adding requirements on customers to current quality models toimprove quality: development of a customer ‐ vendor interaction
Gotland University, School of the Humanities and Social Science.
Gotland University, School of the Humanities and Social Science.ORCID iD: 0000-0002-6487-5522
2010 (English)In: 13th QMOD conference on Quality and Service Sciences ICQSS 2010 / [ed] Jens J. Dahlgaard, Linköping University, Sweden, Visby: Gotland University , 2010, p. 1-9Conference paper, Published paper (Refereed)
Abstract [en]

In most descriptions of business development and models for Corporate Governance, contacts between supplier and customer are for the most part focused on the supplier’s responsibility to identify and document customer requirements in order to enable the organization to meet customer requirements (stated and unstated). In the actual contact between customer and supplier it has been observed in several cases that there are aspects of the interaction not described in traditional theoretical quality models. What seems to be missing is a more explicit requirement for customers and for customers' actions. The logic is that a qualified customer performing based on supplier instructions will result in a better performing product. The apparent lack of theoretical models describing this aspect indicates that this is an interesting area for research and development.

The purpose of this paper is to highlight a seemingly "forgotten" area within quality management, which is the lack of requirements put on customers in quality models.  The first objective is to review existing quality models to explore the extent of requirement on customers included. The second objective is to propose additions to current models that include requirements placed on customers.

A limited review of the award criteria and the most common models for quality and improvement techniques shows that there is no explicit and documented way to set requirements for customers. Our interpretation is that EFQM is the model closest to our description of “demands on customer” due to their clauses connected to “partnership”.

The ISO/DIS 26000 is moving the requirements further against the customer for the social responsibility than the quality standards are doing.

Further research could focus on how requirements on customer will affect the performance of the entire supply chain both from a quality and social point of view.

Place, publisher, year, edition, pages
Visby: Gotland University , 2010. p. 1-9
Keyword [en]
Customer, Supplier, Collaboration, Quality Models, Quality, Customer needs
National Category
Other Social Sciences not elsewhere specified
Identifiers
URN: urn:nbn:se:hgo:diva-754OAI: oai:DiVA.org:hgo-754DiVA, id: diva2:391820
Conference
13th QMOD conference on Quality and Service Sciences ICQSS 2010
Available from: 2011-02-02 Created: 2011-01-25 Last updated: 2017-08-03Bibliographically approved

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CiteExportLink to record
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Citation style
  • apa
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