Questions Why focus on customers? Who are the customers? What do customers want/need/expect? How do better understand our customers? How do we translate customers needs into specifications/standard?
Employee Motivation Leadership Customers Customers Satisfaction Continuous improvement Partnership Performance Measure
Who are the customers? External Internal
What do customers want/need/expect? (total) Quality Value/reasonable price Service, integrity Reliability On-time delivery Warranty Reputation Innovation ROI Ease of use Maintainability Listen Easy to resolve problems
Most Critical 80% of profit loss are from 20% problems
How do better understand our customers? Customer complaints Survey Communication Research/development Focus group Customer research (profile, data mining) Package