Customer Satisfaction Customer Satisfaction is a measure of Quality Malcolm Baldrige National Quality Award accounts for 30 % of total points Japanese National Quality Award accounts for 25 % of total points European Quality Award accounts for 20 % of total points Malaysian National Quality Award accounts for 20 % of total points Rajiv Ghandhi National Quality Award accounts for 30 % of total points Pakistan National Quality Award accounts for 20 % of total points President Productivity Award accounts for 10 % of total points

Who is Customer ? Who purchases a product or service. External Customer Internal Customer

Success Formula for Customer /Supplier Relationship What do you need from me ? What do you do with my output ? Are there any gaps between what you need and what you get ?

Customer Perception of Quality Performance-fitness for use Availability Reliability Maintainability Features Psychological Time-oriented Contractual Ethical Technological Service Warranty Warranty is the organization’s public promise of a quality product backed up a guarantee of customer satisfaction Price Customer pay for value. Reputation Customers are willing to pay a premium for a known or trusted brand.

Elements of Customer Service Organization Identify each market segment Write down the requirements Communicate the requirements Customer Care Meet the customer’s expectations Get the customer’s view point Deliver what is promised Make the customer feel valued Respond to all complaints Over respond to the customer Provide a clean and comfortable customer reception area Communication Optimize the trade off between time and personal attention. Minimize the number of contact points Provide pleasant, knowledgeable, and enthusiastic employees. Write documents in customer-friendly environment

Elements of Customer Service Front Line People Hire people who like people. Challenge them to develop better methods. Give them the authority to solve problems. Serve them as internal customers. Be sure they are adequately trained. Recognize and award performance. Leadership Lead by example. Listen to the front line people. Strive for continuous process improvement.

Customer Feedback Customer Complaints Comment Card- Low cost method attached with Warranty Card, True measure of customer’s feelings Survey Focus Groups Toll free Telephone Numbers Customer Visits Report Card The Internet Employee Feedback

Essentials of Kano Model Customer Requirements Explicit Requirements: Verbal and Written requirement Innovations: Exciters-Quickly become excited Unspoken but expected: Unstated and unspoken requirement

Essential Part of After Sale Service Characteristics Expectations Delivery Delivered on schedule in undamaged condition. Installation Proper instructions on set up, or technicians supplied for complicated products. Use Clearly written training manuals or instructions provided on proper use. Field Repair Properly trained technicians to promptly make quality repairs. Customer Friendly service representative to answer questions Service Warranty Clearly stated with prompt service on claims