Corporate social responsibility (CSR) is the next phase in the quality movement driven by globally aware consumers who will choose companies and products that “do no evil.”
The evolution from Quality Control to Total Quality Management to Six Sigma and Lean will now transform into Sustainable Quality Management. Companies must consider the ethical, social, and environmental impact in everything they do – but especially in the products and services they provide. Does the product deliver on the promises of the brand and company? Does it deliver the right consumer experience and fit their lifestyle? Because of regulatory and NGO awareness, consumers are viewing companies more skeptically. Backlash from CEO pay, child labor, lead paint in toys, and green washing reflect growing consumer discontent.
As Stephen Covey often says, “You can’t do right in one area of your life and wrong in another. It’s total and indivisible.” Can they really trust companies that seem to only focus on profits and costs? They want to know that the companies behind the products they buy really are socially responsible contenders versus pretenders. After all quality is meeting or exceeding customer expectations and the bar has been raised considerably
Do you agree or disagree? Tell me why.
