Professional Documents
Culture Documents
Focusing On Customers: THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson Learning
Focusing On Customers: THE MANAGEMENT AND CONTROL OF QUALITY, 5e, © 2002 South-Western/Thomson Learning
Focusing on Customers
Perceived Customer
value satisfaction
Customer
expectations Customer
loyalty
Requirements Requirements
and feedback and feedback
• Demographics
• Geography
• Volumes
• Profit potential