From the course: Quality Management Foundations
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The Gap Framework
- It's pretty easy to mismanage quality. High quality means that all your daily activities must be focused on meeting your customers' expectations. That's not easy, but that's exactly where the Gap Framework for quality can help you. This model identifies five distinct times in your organization when there might be a difference, or a gap, between how you manage quality and how you should be managing quality. Let's take a quick look at each one of these. The first gap happens when management doesn't clearly understand what the customer wants. You design and produce products based on what you think the customer wants. But if this is wrong, you're making the wrong stuff. Close this gap by staying close to your customer. Marketing and sales people can help you know when your customers' needs are changing. The second gap is between the company's quality goals and the written specifications their employees must follow. When those high-level goals aren't clear, performance standards may not…
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