ISO definition: The degree to which a set of inherent characteristics meets requirements.

Definition from this book: Quality is measured against standards, including customer experience.

Experience: Between two products of the same quality, whichever one brings a better experience to customers will have higher sales.

Experience case: Today’s customers or consumers also value the “experience” brought by products What a home furnishing mall does is impressive. Because in people's minds, the price of umbrellas usually increases on rainy days, but this home furnishing mall does the opposite and reduces the price of umbrellas on rainy days. This does not actually affect the profits of the mall, because there are many products in the mall, but It gives consumers a "warmed" feeling.

Craftsman self-inspection

Busy: Repeated problems, busy "putting out fires"

Blind: Ignore problems and be content with the status quo

Mang: lack of focus, lack of means

Establish the bottom line of quality management and never exceed the bottom line.

The earlier the problem is discovered, the smaller the loss.

Promote the standardization of processes and operations and build a stable transition.

1. tidy

2. Rectify

3. clean

4. clean

5. Literacy

1. Create a good working environment

2. Item identification is clear at a glance

3. Cultivate talents

4. Build an improvement mechanism

5. Cultivate early corporate culture

1. The short-term behavior is "one tightening, two loosening, three collapse and four re-emergence"

2. Unsuccessful transformation of leadership ideas

3. Existing specifications are not optimized

4. Invalid audit

5. Not benefiting employees