FROM THE EDITOR

摘要

"The world is constantly changing, and customers' needs and expectations are changing as well. We must maintain a close partnership with them to understand and align our focus with theirs. It is not enough to write a quality policy and expect it to resonate forever; it, too, must continually be improved and updated to meet stakeholder and market demands." These are the wise words of David Schutt, President and CEO at Performance Review Institute, who features in this month's 'A view from the top'. But they also are pertinent to any organisation that rely on customers to thrive, and relevant to this year's World Quality Day theme, 'creating customer value'.