Parallel Session A1:
The Paradigm Shift in Customer Perception and Quality Management
A new paradigm shift is rapidly approaching where the drivers for customer satisfaction are changing quickly. Basic product quality is a given expected feature while parameters like service, image and value are becoming more important drivers for customer satisfaction. In the quickly changing business landscape, organizations have to adapt more quickly than before and be agile while still having stable repetitive processes in place. They have to develop their ambidextrous capabilities. A new paradigm is here – “Emergent Quality Management”.
The paradigm shift in customer perception
Jacob Hallencreutz, EPSI Rating Group and Swedish Quality Index.
Exploring the Emergent Quality Management paradigm
Anders Fundin, Mälardalen University.