b>Our House of Quality

• Provides structure to achieve our Total Customer Satisfaction goal, from the foundation on up
• Emphasizes importance of listening to the customer
• Builds on management commitment and clearly defined processes
• Measures performance to drive continuous improvement
• Hold individuals accountable for their contribution

Our House of Quality visually depicts the components that enable us to achieve our ultimate goal: total customer satisfaction.

Our suppliers play a key role in the House of Quality. From the foundation on up to achievement of our goal-total customer satisfaction-we work closely together to deliver the highest quality products, at the right price, and on schedule, while always striving to improve. Throughout this process, we listen to the voice of our customers-our end users, supply base and internal associates-in order to:

• Understand our customers expectations and needs
• Design, produce and deliver products that satisfy the customers' expectations

In the following two sections, we take a closer look at the lower "floors" in our House of Quality.