Monday, November 12, 2012

The Fifth Absolute

The Fifth Absolute: The purpose of quality is to ensure customer success, not customer satisfaction.

 Ohhh!!!..., we still need a lot to put into practice..., The Absolute above, was created around 2002 by Philip Crosby Associates (http://www.philipcrosby.com/pca/index.html) and remains and idea to be implemented.
Forget Costumer satisfaction... 
Costumer Success is the key!!
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Roberto Santana holds a B.Sc. in Industrial engineering (Registered with APEGGA); an MBA degree, and graduated studies in computer sciences. He is RABQSA QMS Lead Auditor; a problem solver with 18+ years hands-on experience improving organizations performance in roles with increasing levels of responsibility. Ten years serving in a management capacity for 4 engineering firms. Posses project management background and savvy expertise in optimizing people, machines, materials, and information. 

Project size has ranged from $500 MM to $8B primarily in Gold Mining and Oil Sands-Canada (upstream & downstream) as well as in refining. Experience encompasses all phases of the lifecycle of a project including conceptual, front end, detailed design, construction and completion with a track record of customer Success and Client Satisfaction. Most projects have involved complex interfaces with multiple contractors / Sub-contractors and vendors as well as extensive modularization, involving distributed execution between multiple offices and countries. 

*Portfolio*:

Roberto Santana on Linkedin

*Company Website*:

http://www.topkaizen.com/