Quality Progress - March 2018 - 12

New Kids on
The Block
continued from page 11

customer's satisfaction with his or her individual interactions
with an organization-organizations must think big-picture.
"Our most recent customer-experience survey of some
27,000 American consumers across 14 different industries
found that effective customer journeys are more important:
Measuring satisfaction on customer journeys is 30% more
predictive of overall customer satisfaction than measuring
happiness for each individual interaction.
"In addition, maximizing satisfaction with customer journeys
has the potential not only to increase customer satisfaction by
20% but also to lift revenue by up to 15% while lowering the
cost of serving customers by as much as 20%."7
Hiring a chief customer officer allows an organization to
provide exceptional customer service because there is an
employee dedicated to ensuring customer needs are always
being met.

Better together

Working together, the chief culture officer and the chief customer officer can create an organizational culture that's focused
on customers and employees. According to author Blake Morgan, culture is at the center of the customer experience.
"A culture that encourages, celebrates, and supports
employees naturally leads to being centered on customers
and offering great customer experiences ... Most businesses
open their doors with founders who are wide-eyed and bushy
tailed about what they have to offer the world. The company grows, the workload increases, and years pass until the
enthusiastic founder who feels ownership over the customer
experience is replaced by employees who can't wait until their
next break or vacation."8
By building a strong corporate culture, organizations are
setting themselves up for future successes, Morgan said.
"[Culture] plays such a vital role in the reputation, growth,
and success of a company that entire C-level positions are dedicated to shaping it, he adds. With their chief responsibilities
to build culture and customer loyalty, chief culture officers and
chief customer officers can fight apathy by building a sustainable culture where everyone feels valued. Culture translates to
customer experience, which translates to growth and increased
revenue."9
-compiled by Lindsay Dal Porto, assistant editor
EDITOR'S NOTE
References listed in this article can be found on the Progress Report
webpage at qualityprogress.com.

12 QP

March 2018 ❘ qualityprogress.com

GETTING TO KNOW...

Mark L. Neal
current position

Vice president of quality for the
urology and critical care business unit in Becton Dickinson's
Interventional Segment.

What was your
introduction to
quality?
After I left the U.S.
Army in 1983, I
worked at Texas
Instruments Defense
Group as a software
quality engineer
working on classified
programs. After eight
years, I realized that
the quality profession
allows you to work
on all aspects of the
product life cycle. It
was then I decided to
be a quality lifer.

Do you have a
mentor who has
made a difference
in your career?
Cassie Stern, then
director of quality at
Abbott Diagnostics
Division. Stern helped
me transition from a
military leadership
style to one more
aligned with high-tech
environments. Jeff
Fecho, then global
vice president of quality at St. Jude Medical,
taught me to have
patience for change
and to "plant seeds"
so when the organization was ready for the
change, those ideas
were better accepted.

What's the best
career advice
you've received?
After starting a new
job, reorganize the

education

Bachelor of science degree
in nuclear engineering from
Texas A&M University in College
Station.

team to make the
structure yours,
thereby making a
visible change that
things will be different
and unfreezing team
members from their
prior entrenchments.

Any previous
jobs you consider
noteworthy?
During college, I spent
a summer as a sewer
inspector in Houston
and learned that no
job is beneath me and
all jobs fulfill a need to
contribute to society.
Never disparage
someone's job.

Are you active in
ASQ?
I served as the Software Division's region
councilor for southeast United States and
Puerto Rico for five
years. I also served as
the division's chair in
2009, 2011, 2012 and
2013, and vice chair for
the 2014 ASQ International Conference on
Software Quality.

Have you had anything published?
I've had several
articles published in
Texas Instruments
Technical Journal and
Institute of Electrical and Electronics
Engineers (IEEE)
Software Magazine.
I've also presented
many technical

papers on quality and
engineering topics
at the North Texas
Quality Expo, Project
Management Institute
International Conference, Management
Roundtable, Software
Process Improvement Workshop,
Dallas Chapter IEEE
Reliability Society and
the International Conference on Software
Quality.

Any recent honors
or awards?
Elected to ASQ's 2017
class of fellows. I'm
also included in Who's
Who in the World,
Who's Who in the
South and Southwest,
and Worldwide Executives Who's Who.

Personal:
Married to Cheryl Neal.

What books are
you currently
reading?
My favorite author
is Larry Niven-and
especially the Ringworld series of science
fiction novels.

Quality quote:
Product quality is in
the eyes of the customer. It is a result of
quality-related principles applied in all
design, manufacturing, distribution and
servicing activities.


http://www.qualityprogress.com http://www.qualityprogress.com

Table of Contents for the Digital Edition of Quality Progress - March 2018

Seen and Heard
Expert Answers
Progress Report
Mr. Pareto Head
Career Coach
My Quality Story
In the Right Direction
A Different Kind of BBQ
Gaining Ground
Impeding Progress
Innovation Imperative
Statistics Spotlight
Standard Issues
Marketplace
Footnotes
Back to Basics
Quality Progress - March 2018 - INTRO
Quality Progress - March 2018 - cover1
Quality Progress - March 2018 - cover2
Quality Progress - March 2018 - 1
Quality Progress - March 2018 - 2
Quality Progress - March 2018 - 3
Quality Progress - March 2018 - 4
Quality Progress - March 2018 - 5
Quality Progress - March 2018 - Seen and Heard
Quality Progress - March 2018 - 7
Quality Progress - March 2018 - Expert Answers
Quality Progress - March 2018 - 9
Quality Progress - March 2018 - Progress Report
Quality Progress - March 2018 - 11
Quality Progress - March 2018 - 12
Quality Progress - March 2018 - Mr. Pareto Head
Quality Progress - March 2018 - Career Coach
Quality Progress - March 2018 - 15
Quality Progress - March 2018 - My Quality Story
Quality Progress - March 2018 - 17
Quality Progress - March 2018 - In the Right Direction
Quality Progress - March 2018 - 19
Quality Progress - March 2018 - 20
Quality Progress - March 2018 - 21
Quality Progress - March 2018 - 22
Quality Progress - March 2018 - 23
Quality Progress - March 2018 - A Different Kind of BBQ
Quality Progress - March 2018 - 25
Quality Progress - March 2018 - 26
Quality Progress - March 2018 - 27
Quality Progress - March 2018 - 28
Quality Progress - March 2018 - 29
Quality Progress - March 2018 - 30
Quality Progress - March 2018 - 31
Quality Progress - March 2018 - Gaining Ground
Quality Progress - March 2018 - 33
Quality Progress - March 2018 - 34
Quality Progress - March 2018 - 35
Quality Progress - March 2018 - 36
Quality Progress - March 2018 - Impeding Progress
Quality Progress - March 2018 - 38
Quality Progress - March 2018 - 39
Quality Progress - March 2018 - 40
Quality Progress - March 2018 - 41
Quality Progress - March 2018 - 42
Quality Progress - March 2018 - 43
Quality Progress - March 2018 - Innovation Imperative
Quality Progress - March 2018 - 45
Quality Progress - March 2018 - 46
Quality Progress - March 2018 - 47
Quality Progress - March 2018 - Statistics Spotlight
Quality Progress - March 2018 - 49
Quality Progress - March 2018 - 50
Quality Progress - March 2018 - 51
Quality Progress - March 2018 - 52
Quality Progress - March 2018 - 53
Quality Progress - March 2018 - Standard Issues
Quality Progress - March 2018 - 55
Quality Progress - March 2018 - 56
Quality Progress - March 2018 - 57
Quality Progress - March 2018 - Marketplace
Quality Progress - March 2018 - 59
Quality Progress - March 2018 - Footnotes
Quality Progress - March 2018 - 61
Quality Progress - March 2018 - 62
Quality Progress - March 2018 - 63
Quality Progress - March 2018 - Back to Basics
Quality Progress - March 2018 - cover3
Quality Progress - March 2018 - cover4
https://www.nxtbook.com/naylor/ASQM/ASQM0719
https://www.nxtbook.com/naylor/ASQM/ASQM0619
https://www.nxtbook.com/naylor/ASQM/ASQM0519
https://www.nxtbook.com/naylor/ASQM/ASQM0419
https://www.nxtbook.com/naylor/ASQM/ASQM0319
https://www.nxtbook.com/naylor/ASQM/ASQM0219
https://www.nxtbook.com/naylor/ASQM/ASQM0119
https://www.nxtbook.com/naylor/ASQM/ASQM1218
https://www.nxtbook.com/naylor/ASQM/ASQM1118
https://www.nxtbook.com/naylor/ASQM/ASQM1018
https://www.nxtbook.com/naylor/ASQM/ASQM0918
https://www.nxtbook.com/naylor/ASQM/ASQM0818
https://www.nxtbook.com/naylor/ASQM/ASQM0718
https://www.nxtbook.com/naylor/ASQM/ASQM0618
https://www.nxtbook.com/naylor/ASQM/ASQM0518
https://www.nxtbook.com/naylor/ASQM/ASQM0418
https://www.nxtbook.com/naylor/ASQM/ASQM0318
https://www.nxtbook.com/naylor/ASQM/ASQM0218
https://www.nxtbook.com/naylor/ASQM/ASQM0118
https://www.nxtbook.com/naylor/ASQM/ASQM1217
https://www.nxtbook.com/naylor/ASQM/ASQM1117
https://www.nxtbook.com/naylor/ASQM/ASQM1017
https://www.nxtbook.com/naylor/ASQM/ASQM0917
https://www.nxtbook.com/naylor/ASQM/ASQM0817
https://www.nxtbook.com/naylor/ASQM/ASQM0717
https://www.nxtbook.com/naylor/ASQM/ASQM0617
https://www.nxtbook.com/naylor/ASQM/ASQM0517
https://www.nxtbook.com/naylor/ASQM/ASQM0417
https://www.nxtbook.com/naylor/ASQM/ASQC12518
https://www.nxtbook.com/naylor/ASQM/ASQM0317
https://www.nxtbook.com/naylor/ASQM/ASQM0217
https://www.nxtbook.com/naylor/ASQM/ASQM0117
https://www.nxtbook.com/naylor/ASQM/ASQM1216
https://www.nxtbook.com/naylor/ASQM/ASQM1116
https://www.nxtbook.com/naylor/ASQM/ASQM1016
https://www.nxtbook.com/naylor/ASQM/ASAC0016
https://www.nxtbook.com/naylor/ASQM/ASQM0916
https://www.nxtbook.com/naylor/ASQM/ASQA0016
https://www.nxtbook.com/naylor/ASQM/ASQM0816
https://www.nxtbook.com/naylor/ASQM/ASQM0716
https://www.nxtbook.com/naylor/ASQM/ASQM0616
https://www.nxtbook.com/naylor/ASQM/ASQM0516
https://www.nxtbook.com/naylor/ASQM/ASQM0416
https://www.nxtbook.com/naylor/ASQM/ASQM0316
https://www.nxtbook.com/naylor/ASQM/ASQM0216
https://www.nxtbook.com/naylor/ASQM/ASQM0116
https://www.nxtbook.com/naylor/ASQM/ASQM1215
https://www.nxtbook.com/naylor/ASQM/ASQM1115
https://www.nxtbook.com/naylor/ASQM/ASQM1015
https://www.nxtbook.com/naylor/ASQM/ASQM0915
https://www.nxtbook.com/naylor/ASQM/ASQM0815
https://www.nxtbook.com/naylor/ASQM/ASQM0715
https://www.nxtbook.com/naylor/ASQM/ASQM0615
https://www.nxtbook.com/naylor/ASQM/ASQM0515
https://www.nxtbook.com/naylor/ASQM/ASQM0315
https://www.nxtbook.com/naylor/ASQM/ASQM0215
https://www.nxtbook.com/naylor/ASQM/ASQM0115
https://www.nxtbook.com/naylor/ASQM/ASQM1214
https://www.nxtbook.com/naylor/ASQM/ASQM1114
https://www.nxtbook.com/naylor/ASQM/ASQM1014
https://www.nxtbook.com/naylor/ASQM/ASQM0914
https://www.nxtbook.com/naylor/ASQM/ASQM0814
https://www.nxtbook.com/naylor/ASQM/ASQM0714
https://www.nxtbook.com/naylor/ASQM/ASQM0614
https://www.nxtbook.com/naylor/ASQM/ASQM0514
https://www.nxtbook.com/naylor/ASQM/ASQM0414
https://www.nxtbook.com/naylor/ASQM/ASQM0314
https://www.nxtbook.com/naylor/ASQM/ASQM0214
https://www.nxtbook.com/naylor/ASQM/ASQM0114
https://www.nxtbook.com/naylor/ASQM/ASQM1213
https://www.nxtbook.com/naylor/ASQM/ASQM1113
https://www.nxtbook.com/naylor/ASQM/ASQM1013
https://www.nxtbook.com/naylor/ASQM/ASQM0913
https://www.nxtbook.com/naylor/ASQM/ASQM0813
https://www.nxtbook.com/naylor/ASQM/ASQM0713
https://www.nxtbook.com/naylor/ASQM/ASQM0613
https://www.nxtbook.com/naylor/ASQM/ASQM0513
https://www.nxtbook.com/naylor/ASQM/ASQM0413
https://www.nxtbook.com/naylor/ASQM/ASQM0313
https://www.nxtbook.com/nxtbooks/naylor/ASQM0213
https://www.nxtbook.com/nxtbooks/naylor/ASQM0113
https://www.nxtbook.com/nxtbooks/naylor/ASQM1212
https://www.nxtbook.com/nxtbooks/naylor/ASQM1112
https://www.nxtbook.com/nxtbooks/naylor/ASQM1012
https://www.nxtbook.com/nxtbooks/naylor/ASQM0912
https://www.nxtbookmedia.com