American Society for Quality
May 2017 Membership Meeting
About the Preclinic:
About the Main Topic:
In the Quality Profession, we are trained that the essence of quality is meeting or exceeding customer requirements. And who should know more about customer requirements than customers? So all we have to do is to ask them what they want or need - right?
This presentation will explain why that may not always be true, and what you can do to try to ensure you learn what customers really need.
About our Speaker:
Harry Rowe spent almost forty years working for a Fortune 100 manufacturing company with assignments in Engineering and Construction, Computer Systems, R&D, Quality and Product Development in businesses ranging from alumina refining and aluminum smelting to aluminum and plastic packaging to custom engineered-to-order machinery.
After retiring, Harry founded Rowe Quality Services, with the goal of helping small and medium businesses improve their bottom lines through improved product and service quality and process performance.
Harry has served as the Voice of the Customer Chair for ASQ Section 0903 (Indianapolis) since 2011. He was a member of ASQ's Voice of the Customer Committee from January 2013 and it Chair from January 2016 until stepping down from the Committee in August 2016. He is an ASQ Certified Manager of Quality and Organizational Excellence.
Harry holds a Batchelor's degree in Electrical Engineering from the
University of Tennessee in Knoxville.
Fourteen Members and Guest enjoyed Paul Baker's review of "Our Iceberg is Melting" and Harry Rowe's very interesting thoughts on the real nature of Customer Requirements. Harry's presentation slides and the technical report that is the basis for the presentation is available on www.rowequality.com.