"The purpose of a business is to create a customer" - Peter Drucker (more customer quotes)
Customer is the person who use our product or service. The first important step in managing quality is to identify who is your customer. Here some customer service policy statements to understand customer and their needs :
"A customer is not an interruption of our work...he is the purpose of it. We are not doing a favor by serving him...he is doing us a favor by giving us the opportunity to do so" - L.L Bean
" Focuses closely on the desire to please customer with superior products " - Nestle.
Remember, an old saying that : "if the product is good, the customer will come back, if not, the product will come back"
The customer service policy shall clearly state the management's commitment on dealing with customer and achieving customer satisfaction. The policy is aimed at improving customer perceptions about the organization's image.
Customer need is dynamic, whatever customer want today may change tomorrow, customer want more of it!. Therefore organization need to do a continuous customer research to explore customer needs also to examine market and competitive trends.
When the organization knows what customer consider important, then organization understand where to focus efforts. Quality Function Deployment (QFD) in a quality tool to translate customer requirements into product characteristics, the first matrix in this technique is also known as Quality House.
In summary, organization has to put customer in high priority and actually do something to understand customer needs and provides product or service to meet customer requirements. Is it realistic? yes.. absolutely!
Read More :
Quotes : Quality, Leadership, Custormer
Quality Gurus : Deming, Juran, Crosby, Feigenbaum, Ishikawa
Quality Book : Table of Contents, Chapter 1 : Definition of Quality, Chapter 3 : Process Management, Chapter 4 : Cost of Quality, Chapter 5 : Training for Quality, Chapter 7 : Quality Improvement
Quality Tools : Pareto Diagram, Control Chart
Quality in Industry : Food,
Quality Program : 5S
Quality Award : MBNQA