Cisco systems has developed a quality approach to satisfy his customers. The approach is published at: http://www.cisco.com/web/about/ac50/ac208/about_cisco_approach_to_quality_customer_success.html# customerneeds
Approach to Quality
Dedication to customer success is a core value that affects everything Cisco does. We recognize that we must earn the right every day to continue to serve our customers. It is this understanding that drives our belief that Cisco's quality mission includes building and maintaining strong customer relationships and customer listening systems that in turn arm us with information to drive behaviors and change that increases customer value in our products, support and systems. Cisco's customer focus culture permeates every layer of the company, from CEO John Chambers to each individual contributor.
Customer satisfaction is so important at Cisco that it is a direct and explicit component of employee compensation. We set yearly business objectives around customer satisfaction goals and initiatives.
Cisco's approach to quality is simply:
Focusing on our customer
Meeting their needs
Delivering the highest value for them
The first step in our dedication to quality is reflected in the way we communicate and act upon customer feedback.
An on-line ongoing customer satisfaction survey helps us discern gaps between customer expectations and our priorities, offerings and products. It also provides us insight on where our customers would like us to improve as well as where we might overinvest - things that we do well, but that aren't priorities for customers. We can, and do, move resources from those overinvested areas to areas of opportunity to create unprecedented value for our customers.
Through mechanisms such as Technical Advisory Boards (TAB), Customer Advocacy Advisory Council, Advanced Engineering Services (AES), availability programs and executive briefings, customers influence our goals and objectives, products, acquisitions, and our business practices. We not only strive to offer our customers the best networking products, service, and support, but we also constantly seek to understand their preferences, values, and their changing needs so that we can respond with new products and services.
Transactional feedback on each Cisco touch helps us to improve operationally.
Cisco combines a progressive approach to gathering customer information with Quality processes and tools, such as:
The Great Engineering Methodology (GEM), a concurrent engineering lifecycle approach
Product and Software Quality Improvement Plans, Goals and Metrics
Product design performance prediction compared to actual results
Defect Reduction Teams
Engineering Failure Analysis
Manufacturing Autotest System, shared with ecosystem manufacturers
Distributed Defect Tracking System (DDTS), provides internal process support and customer access to known bugs for risk assessment
System, regression and test labs
Problem solving methodology
ISO-9001-2000 (International Standards Organization) quality and business management systems audit and certification processes.
These key components of our Quality Management System represent the cornerstone of our closed loop process for delivering products of the highest quality to our customers.
Cisco has implemented systems for measuring and managing customer loyalty within all levels of our organization. Using loyalty segmentation data allows us to easily explore how different segments respond to different possibilities so that we can choose the most effective way of allocating resources to please our all our customers.
Meeting our customers' needs means continuously improving our systems and processes, as well as adopting approaches and practices that have demonstrated their value. Via the links to the left, you will find information on our Business Management System and the various processes for integrating…