Professor Mohamed Zairi

Inspired Customer Professor Mohamed Zairi

The Juran Chair of Quality Management has provided us with an opportunity to make the pledge to continue his work but as he wished at the time to continue to pioneer the thinking and advanced knowledge that he has created and shared different parts of the world and which made significant changes in so many ways and in so many different countries. By 2009, we finished project which allowed us to consider adding to the Juran trilogy and the project was named as the Excellence Tetralogy. It was really studying the latest developments on the one side from looking at the significant changes in the role of leadership. The leadership that now deals with change, with transformational thinking and with uncertainty. On the one hand, to shift from organizations operating as a closed system and dealing with a specific optimization principle to one where new capabilities have to acquired and where everything becomes relative. So distinctive capabilities became a significant topic. The third one is really to continue the theme of customer power and particularly inspired customers aided by the pervasiveness of digital technology and customers deciding on their own needs and expectations and being in a position basically to influence how value is been created. And the fourth title of the tetralogy series was to look at measuring performance from sustainable business point of view and looking at performance impact that is durable, that is sustainable and that is being tangible influence as much as the traditional economic indicators.