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customer boil down AND happiness

THRUST OF TQM
A STRONG customer ORIENTATION LEADING TO AN EMPHASIS ON node FOCUS AND SATISTACTION

CUSTOMER FOCUS OR SATISFACTION REQUIRES AN UNDERSTANDING OF NEEDS, EXPECTATIONS, SATISFACTION AND PERCEPTION.

- CUSTOMER NEEDS ARE THE BASIC PHYSIOLOGICAL AND PSYCOLOGICAL REQUIREMENTS AND DESIRES FOR survival AND WELL BEING.
- CUSTOMER EXPECTATIONS ARE THE ANTICIPATED CHARACTERISTICS AND PERFORMANCE OF GOODS AND portionS.
- CUSTOMER SATISFACTION IS THE DEGREE TO WHICH THE CUSTOMER BELIEVES THAT THE EXPECTATIONS ARE MET OR EXCEEDED BY THE BENEFITS RECEIVED. INFLUENCED BY EXPECTATIONS
- CUSTOMER PERCEPTION: IMPRESSION MADE BY THE PRODUCT/ SERVICE. PAST EXPERIENES AND OTHER FACTORS

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CLASSIFICATION OF CUSTOMERS
CLASSIFICATION access code A: CURRENT, PROSPECTIVE AND LOST CUSTOMERS

CLASSIFICATION APPROACH B:
- EXTERNAL CUSTOMERS: INDIVIDUALS WHO PURCHASE/ character THE PRODUCT/ SERVICE OR WHO INFLUENCE THE SALE.
- INTERNAL CUSTOMER: CUSTOMERS WHO ACQUIRE THE PRODUCT/ SERVICE FROM AN INTERNAL SUPPLIER FOR FURTHER VALUE ADDITION

DEVELOPING A CUSTOMER FOCUS: SOME CRITICAL ISSUES
• IDENTIFYING chance on CUSTOMERS WHO IMPACT THE FIRM’S BUSINESS: IMPORTANT FACTORS.




- USE FLOW DIAGRAM TO ENSURE CORRECT IDENTIFICATION
- accept THE 80-20 RULE
- RECOGNIZE DIFFERENT LEVELS OF CUSTOMERS: THOSE WHO APPROVE THE PURCHASE ORDER; INFLUENCE THE end; SIGN THE PURCHASE ORDER AND END USERS

• perplex CUSTOMER EXPECTATIONS INCLUDING LATENT EXPECTATIONS: THESE COULD BE IN RESPECT OF PERFORMANCE, FEATURES, SERVICES, WARRANTY, hurt AND REPUTATION

ACHIEVING CUSTOMER FOCUS THROUGH FEEDBACK
FEEDBACK ENABLES
- DISCOVERING MAJOR AREAS OF DISSATISFACTION
- DESIRED FACETS OF QUALITY
- DISCOVERING CUSTOMER NEEDS
- COMPARING PERFORMANCE VIS-À-VIS THAT OF COMPETITORS

CAPTURING CUSTOMER NEEDS: INFORMATION arrangement TOOLS
- COMMENT CARD: CAPTURES...If you want to get a proficient essay, order it on our website: Orderessay



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