A 20-point Scrabble word that matters: quality


Try as we might, we aren’t ubiquitous creatures. When you can’t be everywhere at once, there is usually data somewhere to fall back on. So you review that data, gain insights. If you’re smart, you take notice those insights, evolve and then forecast what’s next. (That’s analytics by the way.) SAS and IndustryWeek on the quality-themed #WQChat on Twitter.In case you didn’t make our SAS and IndustryWeek-sponsored Twitter chat on quality, join me for a few highlights.

With a set of pre-determined questions and a collaborative effort between industry and independent thought leaders, manufacturing customers and SAS experts, the conversation around quality was lively. If a 140-character limit responses were difficult for our participants, you sure wouldn’t know it.

Starting out with definitions of quality, there were a wide range of responses from traditional to more modern insights. What was once product-focused and intended to be a measure of excellence, quality now resides more in the realm of total experience, from research of a purchase to service after the sale.

Image of a #WQChat tweet.Amid the stream of commentary was an overarching theme became apparent, a foundational concept for quality that’s been around for decades thanks to methodologies of Six Sigma:
voice of the customer, or VOC.

There were more than 30 mentions of the customer during our hour-long quality chat. And for good reason, too. Image of a tweet from #WQChat.Building a customer relationship will help improve quality. With the ability to be heard through social media, the customer has immense power to make or break a brand. Rather than simply accepting product claims or promotional information, the customer researches reviews, blogs and social networks to make purchasing decisions.

Quality is about perception
as much as it’s about specifications.

The chat continued with talk about the evolving landscape for quality with the industrial Internet, sensor data, the Internet of Things (IoT) and smart manufacturing. Image of a tweet from #WQChat.Again, the link with the customer was clear.

A connected network strengthens the relationship with the customer. The ability to capture data, manage and predict what happens offers a new level of quality and reliability that the customer expects from innovative brands. It’s the future of quality, and it’s already taking hold.

So what’s the takeaway, other than your Scrabble game could use quality letter tiles to win? It's simple:

Image of a tweet from #WQChat on Twitter.Quality matters.

It continually involves and improves. Expectations are high and only goes up from here. Manufacturers must maintain focus on quality, in all its many facets.


The conversation will continue, maybe even again on Twitter. In the meantime, I'd love to get your take on this topic.



About Author

Amanda MacDowell

Marketing Strategist

Amanda leads strategy development and execution for integrated marketing programs focused on key initiatives at SAS. Her experience spans more than 12 years of marketing program management, digital campaign strategy, and content planning for contract research and life sciences companies. In the office, you’ll find Amanda doing what she does best – organizing and communicating. With a strong mix of project management and strategic marketing skills, she’s looking at the big picture to create and execute campaigns that generate results. She has a passion for writing, a need for order and the willingness to bring a group of people together to accomplish a goal on time and on budget. Outside of the office, you’ll find a woman with Southern roots that’s always on-the-go with her family. She’s passionate about community outreach and orphan advocacy, cheering on her alma mater under cloudless skies of Carolina blue and spending time outdoors. She enjoys travel, running, cooking and a glass of wine on the porch in the evenings. Amanda holds a bachelor of arts in journalism and mass communication from the University of North Carolina at Chapel Hill and is a certified Project Management Professional (PMP).

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