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Miscellaneous - Editor, 7 January 2008

Is China Business Alone in Quality Complaints? (Part 2)



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Is China Business Alone in Quality Complaints? (Part 1)

How to Meet China Business Quality Expectations

The country’s domestic consumers expect international quality and service standards, regardless of whether manufacturers and providers are from abroad or China business entities. Take the case of Canon, a world leader in its field of business, with decades of accumulated global experience. Canon discovered recently that some of its older models of photocopiers had fire hazards. The company promptly announced product recalls of some six models, and had fire retardants installed in all of the

Canon has taken similar action for one of its digital camera brands with a design defect, but this has not satisfied Chinese consumers, who are accustomed to expect the best. Some Chinese consumers have engaged Canon in legal action over the issue. The incident shows that consumers in this large and strategic market may be far more difficult for foreigners to handle than the experiences with industrial and commercial China business entities.

Quality Sourcing from China Business

Quality management and better standards for consumers are global issues rather than China business specifics. Quality matters equally for the country’s people as much as it does for entities that outsource production operations or sourcing to China business partners. The best way for rapid progress in quality matters is to make specifications clear beforehand. Thorough documentation is an important part of all quality management initiatives. The SAC provides a strong framework within which China business units and their global partners can meet better quality standards for mutual benefits.

The ISO approach can help all stakeholders meet their quality objectives in and for China. Operations in this country can help entrepreneurs and professionals to improve their global product and service standards. Even Six Sigma admits to rare lapses in its very definition, so isolated examples of quality failures in China business transactions should be used as opportunities for further improvement, rather than to try and stick poor quality labels on all Chinese products!

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