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[Music] [Applause] [Music] a persistent challenge for companies wanting to scale their business is understanding how their customers experience the quality of their products product quality is a long-term driver of business performance but it needs to be correctly measured but quality is a subjective measure everyone knows what it is but there's no single definition so what is quality for the operations team quality means producing exactly to specification which is not necessarily a guarantee of a happy customer as basil and gayle said quality is whatever the customer says it is instead of measuring product quality companies have relied on measures of customer satisfaction however research has shown that customer satisfaction is not a good predictor of purchase behavior researchers at the university of geneva have therefore devised a new multi-dimensional metric for customers experienced product quality cepq or customers experienced product quality measures the performance experienced by the customer in eight quality dimensions important to the customer when using durable products understanding how these eight measures combine to give an overall cepq allows companies to decode their customers experienced product quality cepq allows operations and product managers to focus on and improve critical product quality dimensions more effectively research also shows that cepq predicts customers future purchase behavior and how much they'll pay cpq is a better predictor of customer behavior than established metrics such as customer satisfaction cpq pinpoints detailed strengths and weaknesses of a product portfolio cpq provides the necessary insights to improve production processes and informs new product development [Music] [Applause] [Music] you