KEY DIMENSION OF QUALITY 4.

0 CUSTOMER DRIVEN QUALITY CUSTOMER SEGMENTATION OBJECTIVE

1. Performance – primary CYCLE 1. Developing new
1.0 TYPE OF -Differentrequirements and
operating characteristics Customer Needs And Expectation products.
CUSTOMER expectations
2. Features – extras, add-ons, (Expected quality) 2. Creating different
1. Internal Customer
or gimmicks. -Cannot satisfy all customers with marketing
2. External Customer
3. Reliability – probability of Identification Of Customer Needs the same products or services. communications &
operating for specific time ads.
and conditions of use. Translation Into Product/ -Basedon geography,
3. Developing
4. Conformance – degree to Service Specification demographic, volumes, etc
different customer
which characteristics match (Design Quality) -Segmentation allows company to servicing &
standards.
5. Durability - amount of use
before deterioration or
Output( Actual Quality ) TOPIC 3 prioritise customer groups. retention strategies.
4. Targeting prospects
with the greatest
replacement. Customer Perceptions CREATING profit potential.
6. Serviceability – speed, ( Percieved Quality )
courtesy, and competence
CUSTOMER 5. Developing multi-
channel distribution
of repair. ORIENTATION strategies.
7. Aesthetics – look, feel,
sound, taste, smell.
2.0 CUSTOMER
3.0 CUSTOMER-FOCUSED SATISFACTION AND
MANAGING CUSTOMER RELATIONSHIP AND RELATIONSHIP ENGAGEMENT THE CHARACTERISTIC OF
• Customer-supplier partnerships are long- MANAGEMENT - Customer satisfaction CUSTOMER
term relationships – related to teamwork & 1. An organization fosters The result of delivering a 1. Customer retention &
mutual confidence. customer satisfaction & product or service that meets loyalty
• Improve supplier capabilities by teaching engagement by developing customer requirements 2. Customer’s willingness to
them quality related approaches & tools. trust, communicating with - Customer engagement make an effort to do
Customer Focused Technology customers & effectively Evolving from customer business with the
• Technology enhances companies ability to managing the interactions & satisfaction & loyalty. Refers to organization
leverage customer-related information and relationship with customers. customer’s investment in or 3. Customer’s willingness to
provide improved customer service. 2. A good customer commitment to a brand and actively advocate for &
• A key enabler of CRM software – can help relationship strategy is product offerings recommend the brand &
to increase customer loyalty, profitability & needed to facilitate better product offerings
streamline the communication process. communication with customers
BY : WAN AZAN ASWAT
& linkages to internal
: MOHD TAUFIK
operations.