0.1% failure... looks acceptable on a dashboard.
100% failure... is how the customer experiences it.
And this is where most quality systems quietly fail.
Not because processes are missing.
Not because KPIs are not defined.
But because the system is designed to measure performance... not to feel the failure.
In audits, I often see:
• Targets achieved
• KPIs green
• Reports closed
Yet the same issue comes back... in a different form.
Why?
Because we optimise for percentages.
But customers experience outcomes.
A complaint is never 0.1% for the person facing it.
It is 100% inconvenience, 100% frustration, 100% loss of trust.
And if the system does not translate that reality into action...
It becomes a reporting system, not a quality system.
The real shift is not in tools.
It is in perspective.
Are we solving to close data...
or to eliminate customer pain?
Curious to hear from the group:
In your experience, what actually drives this shift from “KPI compliance” to “customer-centric quality”?
#IATF16949 #AutomotiveQuality #QualityManagement #CustomerExperience #OperationalExcellence #CustomerCentricity #ProblemSolving #ContinuousImprovement #AuditInsights
