Strategic Quality-Spectrum Framework - Aditya Yadav

1. “Running an Agile Fortune 500 Company”
Aditya Yadav, aditya.yadav@gmail.com
in.linkedin.com/in/adityayadav76
*

2. *
*A Typical Global Company
*Fortune 500/1000
*200 Divisions
*40 Countries
*25000 Employees

3. @ Acme Inc.
*

4. *
*Original Question “We need a renewed focus on
Quality. Isn’t Process & Statistical Approach to
Quality the best Approach?”
*The Correct Question - “Lets rethink Quality.
Lets us redefine it in the context of Value and
Benefits. Allow me to explain the Quality
Spectrum Framework.”

5. And The Philosophy Behind The Answer
*

6. *
*Crosby’s Conformance to Requirements:
Manufacturing Based (Meeting specs,
conforming to design)
*Juran’s Fitness for Use: Customer-based
(Meeting Customer Expectations)
*Taguchi’s Closeness to the Target -Deviations
mean loss to the society

7. *
*What do we know today?
*We know that what we offer is Quality(s)
*Quality is an Attribute of Goods and Services
*We know that Value is not… an internal attribute of
Goods and Services
*We know that we Project a Spectrum of Qualities to
our customers through our offerings. Hence the
name of this Framework - The Quality Spectrum
*We know How Quality is Linked to Benefits and
eventually Value (See Next slide…)

8. *
* Business’s Deliver Quality(s)
* Benefit = f(Quality(s))
* Customer Value Net’s Capture Benefit and Make Value Manifest
* Value = f(Benefit, Capture)
* Segments = Clusters(Value Manifestations)
* Doing this on Coarse Strategic Models can be very limiting
* Delivery of Quality is not very Flexible
* But yet Data Science helps us with matching Segments & Value (above)
* And to a certain extent Broad Benefit and Quality Spectrum
* It’s a multi step process, and inefficient. Business Success lies in doing this
well.
* Business Survival & Growth depends on continuing to do this well within a
dynamically changing environment where all of these variables change
rapidly.

9. *
Perception(OutwardIn)
Measurement (Inward Out)
1 2 3 4 5 1 2 3 4 5
1234512345 Rational
Irrational
IntangibleTangible

10. *
* Color
* Bright Colors(External Quality) e.g. Easy to use, Just works,
Reliable....
* Dark Colors (Internal Quality) Easy to Assemble/Manufacture/Quality
Check/Automate etc.
* Size: Quantum of Benefit(s) [Plural] [per Quality]
* Marketing Notes
1. Rational (Tangible + Intangible) = Transparency, Knowledge,
Awareness, Reports, Data etc.
2. Irrational + Intangible = Brand, Trademark, Reputation etc.
3. Irrational + Tangible = Advertising
* We are in the Business of QBV [Quality Benefit Value] Conversion
Efficiency

11. *
*What does the word Quality mean to your
Organization?
* THEMATICALLY
* best flight experience, alternate fuel … A Collection of
Concepts.... i.e. Why!!!... Minimize Damage to Customers...
Cost, Variety, Experience, Responsiveness
* CONCEPTUALLY
* more spacious cars, best hybrid car mileage i.e. What!!!,
…better quality, within budget, before schedule…
* SPECIFICALLY
* autopilot driverless cars, refill station within 20 miles of
anywhere. i.e. How!!! low bug count, fast SLA's

12. *
Aditya!!!