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The First Mile to the Excellent Management of Laboratory: Customer Satisfaction



We appreciate that Dr. Jin-zhou Yang, president of Chinese Society for Quality, came to provide some guidance.

The first advice President Yang gave us is, “Quality is the most important production.” In addition to assure high-quality calibration, our laboratory should keep increasing customer satisfaction. Equipment calibration is a technical profession, providing customers reliable (trustworthy) results by measuring and comparing devices. Different devices may have different results. Customer satisfaction is about different expectations of customers, leading to different results of satisfaction. Laboratory should truly understand customers’ needs and expectations. Therefore, we cannot simply define quality only with “technology.” We should define quality with our sincerity to serve customers.

Meanwhile, Dr. Jin-zhou Yang encouraged our laboratory to fulfill the motto, “Tai Yi serves you all heartedly.” He suggested us to introduce “Objectives and Key Results” (OKR) as a means of performance management. All staff should reach strong consensus, find out strategies to achieve the goal, and improve our relationship with customers. Achieving the goal of customer satisfaction, we must “do the most important tasks” using OKR. Let’s thank Dr. Jin-zhou Yang’s kind guidance one more time. Thank you!


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