Total Quality management

CUSTOMER

For any types of organization/industry there is a need

of customer. The success of these (organization ,
industry) is depends up on there customers
requirements , how much they buy and how often they
buy.
Customer that are satisfied will increase in number ,
buy more and buy more frequently.
Satisfied Customers Pay Their Bills Promptly Which
Greatly Improves Cash Flow – “The Lifeblood” Of Any
Organization.
The organization diagram best exemplifies just how
important the customer is to any organization.
TYPES OF CUSTOMER

External Customer

Internal Customer
 External Customer : -
The external customer may be : - The one who use the products,
The one who purchase the products,
The one who influence the sale of service.

These types of customer exists outside the organization.

Generally falls into three categories : -

1. Current

2. Prospective

3. Lost customer

Each categories provides valuable customer satisfaction

information for the organization.
Internal Customer : -

These are those which pass the product to other person with in
the organization with out paying any bills.

every function whether it is engineering, order process, or

production, has an internal customer……,each receives a
service and in exchange product a service.

Every person in a process is consider a customer of the

preceding operations.

Continuous Production Line And Assembly Line

NEED OF CUSTOMER : -
1. PERFORMANCE
It involves fitness for use, and availability , reliability , maintainability .
2. FEATURES
Identifiable feature and attributes.
3. SERVICE
This provides customer some added value.
4. WARRENTY
This represent an organization’s public promise of a quality products.
5. PRICE

6. REPATATION
CUSTOMER SATISFACTION :-

This is over all psychological state that reflects the

evaluation of a relationship between the customer and
company.

This involves three elements :-

1.Affective measures of customer satisfaction.
Attitude of customer towards the products.
2.Conginative measures of customer satisfaction.
In this we see that the product is use full or not, fit the situation or not, exceed the
requirement of problems or not.
3.Behavioral measures of customer satisfaction.
In this term we see the consumer indication that
“the purchasing this product would be a good choice, , or I “would be glade to
purchase this products.’’
CUSTOMER SATISFACTION IN 7 STEPS:-
1.Encourage face to face dealings.
Having face to face interacting with customer.

2.Respond to messages promptly and keep your clients

informed.
Call or mail to customers, regarding there requirement and if company not able to sole
problems then inform.

3.Be friendly and approachable.

Environment Lust Like A Friendly.

4.Have a clearly-defined customer services policy.

Make sure about this service that it is in your site, having clear defined customer service policy
is going to save u a lot of time and effort in the long run.
CUSTOMER SATISFACTION IN 7 STEPS:-
5.Attention to detail.

6.Anticipate your client’s need and go out of your way to

help them out.

7.Honour your promises.

CUSTOMER SATISFACTION and TQM :-
CUSTOMER SATISFACTION is the goals of TQM, but
provided that satisfaction we must have to know who the
customer is ? What they expect, seek way to improve there
satisfaction and establish the cannels for communicating with
them.

TQM requirement is :-
1.A long term company commitment.
2.A change in employ attitude and behaviors.
3.A collaborative team effort among the various functional
department.
NEED OF CUSTOMER SURVEYS :-

1.Identify
1.Identify the
the training
training need
need for
for staff.
staff.

2.
2. Identify
Identify and
and develop
develop excellence
excellence in
in staff
staff performance
performance and
and
reward
reward best.
best.

3.Assess
3.Assess the
the level
level of
of customer
customer satisfaction.
satisfaction.

4.Improve
4.Improve your
your customer
customer profiling
profiling for
for market
market research.
research.
Way to conduct CUSTOMER SURVEYS :-
Having different steps :-
STEP 1:- Need of the customer :- What he wants,,,,
Right quality

Right quantity

At right time

At right cost

At right place

Step 2 :- Collecting The Survey Data

Focus group

Interviews

Mail questionnaires

Product clinics

observations

Step 3 : - Understanding The Customer

Step 4 : - Handling The Customer
Faculty, staff and advisory
Dealing with customer complaints :-
A/C to ISO 2004

Make it easy for your customer to complain and your

customers will make it easy for you to improve.
(A).Saying Hello

(b).AIDA approach

A – Attention
I – interest
D – desire
A - action
LEAR Approach Is A Method For
Working With Irritated People : -

L – Listening

E – Empathy

A – Asking questions

R – Responding