TQM Reviewer
For successful internal customer/supplier relationship is to ask first the internal customer this Three Basic Questions by Labovitz:
1. What do you need from me?
2. What do you do with my output?
3. Are there any gaps between what you need and what you get? factors that influenced the purchases
1. Performance
2. Features
3. Service
4. Warranty
5. Price
6. Reputation
According to D.H. Besterfield customer feedback must be continually solicited and monitored. Feedback enables the business organization to:
1. Discover customer dissatisfaction.
2. Discover relative priorities of quality.
3. Compare performance with the competition.
4. Identify customer's feedback.
Determine opportunities for improvement
Methods/Tools/Techniques that can be used to obtain responses from the customer.
Comment Card
Is a low-cost method of obtaining feedback from customer. It is usually attached to the warranty card and is included with the product at the time of purchase.
Survey
Customer survey is a common technique or tool for gathering opinions about a business organization and its products and services.
Focus Groups
Is a research method used to determine what the customers are thinking.
Toll-free Telephone Numbers
Are good technique for receiving complaint feedback.
Customer Visits
It is another strategy to gather information about products and services of a business organization.
Report Card
Is another way of gathering information about a given product or service.
Other methods of Gathering Data are:
1. Evaluating customer satisfaction during contract review.
2. Reviewing service or field staff reports.
3. Systematically following up on last sales.
Utilizing the services of market research organizations
Elements of Customer Service
1. Organization
To enable the same level of quality for all customers, the business organization must write down and then communicate to their personnel the direction for all tasks.
2. Customer Service
1. What do you need from me?
2. What do you do with my output?
3. Are there any gaps between what you need and what you get? factors that influenced the purchases
1. Performance
2. Features
3. Service
4. Warranty
5. Price
6. Reputation
According to D.H. Besterfield customer feedback must be continually solicited and monitored. Feedback enables the business organization to:
1. Discover customer dissatisfaction.
2. Discover relative priorities of quality.
3. Compare performance with the competition.
4. Identify customer's feedback.
Determine opportunities for improvement
Methods/Tools/Techniques that can be used to obtain responses from the customer.
Comment Card
Is a low-cost method of obtaining feedback from customer. It is usually attached to the warranty card and is included with the product at the time of purchase.
Survey
Customer survey is a common technique or tool for gathering opinions about a business organization and its products and services.
Focus Groups
Is a research method used to determine what the customers are thinking.
Toll-free Telephone Numbers
Are good technique for receiving complaint feedback.
Customer Visits
It is another strategy to gather information about products and services of a business organization.
Report Card
Is another way of gathering information about a given product or service.
Other methods of Gathering Data are:
1. Evaluating customer satisfaction during contract review.
2. Reviewing service or field staff reports.
3. Systematically following up on last sales.
Utilizing the services of market research organizations
Elements of Customer Service
1. Organization
To enable the same level of quality for all customers, the business organization must write down and then communicate to their personnel the direction for all tasks.
2. Customer Service