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We have all heard and used the word ‘quality’ so often, perhaps sometimes in a wrong context, and misunderstand what the real focus should be. During this interactive webinar we will bring to the surface the real definition of quality by focusing on the Customer, and his expectations.

Having a sound understanding of what our customers’ expectations really are enables us to build the right quality systems within our organisation, both for internal operational smoothness, and for meeting external supply needs.

Another element we will discuss is the concept of evolution: our customer expectations are anything but static. If we want to achieve success, we need not only to follow this evolution, but to anticipate and lead it. This is what makes the difference between a follower and a leader within

the business.

About the Presenter:
Joseph is an engineer by profession, with a particular penchant for guiding organisations along the road leading to operational effectiveness, value-adding activities and customer-centric, high quality performance through business excellence processes.

Ing. Joseph Micallef is Chief Operations Officer at BEAT (Business Excellence in Achieving Transformation). BEAT’s core expertise lies in the provision of integrated Business Process Management services, as well as Portfolio, Programme