It is important in any quality program that quality is defined by your customer. Both quality programs offer tools to help improve quality. One tool is customer surveys. My last company took this type of feedback very seriously. One of my responsibilities at my last company was to visit our customers quarterly and do a face-to-face survey of our quality and customer service. Another tool is bench marking. This is a great tool and one of the questions we would ask each company is who is the best in the business that other companies should use as a benchmark.
What are your thoughts? Explain.