ISO 9001: 2000 /Design for Lean Six Sigma

'Customer satisfaction' is according to ISO 9001: 2000 and Lean Six Sigma (=statistic process control methodology with an emphasis on fast throughput processes) the most important quality aspect. A satisfied customer should get a product with a good price that will be delivered at the promised time with no errors or initial failures and requiring no exaggerated service. A satisfied customer has faith in the product and has absolutely no doubts concerning the reliability.
However, the customer only wants to pay for quality that fulfils his demand set. Because all quality characteristics can be quantified in money, no unnecessary costs should be added to the product that does not represent value for the customer. Amongst other these include:

• No costs for the repair of errors
• Minimalisation of overhead costs through shorter cycles
• Minimalisation of material, labour and energy costs
• No unnecessary goods transport
• Investments in conformity of production quantities