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QFD

QFD

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Published by Debashish Kar

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Published by: Debashish Kar on Sep 19, 2010
Copyright:Attribution Non-commercial

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06/03/2011

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11
Customer SatisfactionCustomer Satisfaction
Golden Rules
rule 1 : the customer is always right rule 2 : if the customer is wrong, refer to rule one
 
Customer Satisfaction andCustomer Satisfaction andLoyaltyLoy
 
alty
60% of future revenue comes from existing customers60% of future revenue comes from existing customers
Costs 5 times more to attract new customer than to retain an old oneCosts 5 times more to attract new customer than to retain an old one
Average wronged customer tells to more than 10 people about badAverage wronged customer tells to more than 10 people about badexperiencesexperiences
90% unhappy customers will never purchase goods again90% unhappy customers will never purchase goods again
Problem mushroom
100 problems
10 reported to seller 
1000 others know
 
Key Dimensions of Quality Key 
 
Dimensions of Quality 
PerformancePerformance,,Special FeaturesSpecial Features,,ReliabilityReliability,,ConformanceConformance,,Durability,Serviceability,AestheticsDurability,Serviceability,Aesthetics 
ReliabilityReliability,,AssuranceAssurance,, Tangibles Tangibles,,EmpathyEmpathy,,ResponsivenessResponsiveness 
Service Quality Service Quality 

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