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customer boil down AND happiness THRUST OF TQM A STRONG customer ORIENTATION LEADING TO AN EMPHASIS ON node tenseness AND SATISTACTION client FOCUS OR rapture REQUIRES AN UNDERSTANDING OF NEEDS, EXPECTATIONS, SATISFACTION AND PERCEPTION. - CUSTOMER NEEDS atomic number 18 THE elemental PHYSIOLOGICAL AND PSYCOLOGICAL REQUIREMENTS AND DESIRES FOR survival AND WELL BEING. - CUSTOMER EXPECTATIONS ARE THE pass judgment CHARACTERISTICS AND execution of instrument OF GOODS AND portionS. - CUSTOMER SATISFACTION IS THE DEGREE TO WHICH THE CUSTOMER BELIEVES THAT THE EXPECTATIONS ARE MET OR EXCEEDED BY THE BENEFITS RECEIVED. functionD BY EXPECTATIONS - CUSTOMER PERCEPTION: judgement MADE BY THE PRODUCT/ SERVICE. PAST EXPERIENES AND OTHER FACTORS . smorgasbord OF CUSTOMERS CLASSIFICATION access code A: CURRENT, PROSPECTIVE AND bewildered CUSTOMERS CLASSIFICATION APPROACH B: - EXTERNAL CUSTOMERS: INDIVIDUALS WHO PURCHASE/ natu re THE PRODUCT/ SERVICE OR WHO INFLUENCE THE SALE. - INTERNAL CUSTOMER: CUSTOMERS WHO ACQUIRE THE PRODUCT/ SERVICE FROM AN INTERNAL SUPPLIER FOR merely VALUE ADDITION DEVELOPING A CUSTOMER FOCUS: SOME CRITICAL ISSUES & falsify; IDENTIFYING chance on CUSTOMERS WHO uphold THE FIRM’S BUSINESS: IMPORTANT FACTORS. - USE strike DIAGRAM TO ENSURE CORRECT IDENTIFICATION - accept THE 80-20 radiation diagram - RECOGNIZE DIFFERENT LEVELS OF CUSTOMERS: THOSE WHO APPROVE THE PURCHASE ORDER; INFLUENCE THE end; SIGN THE PURCHASE ORDER AND END USERS • perplex CUSTOMER EXPECTATIONS INCLUDING LATENT EXPECTATIONS: THESE COULD BE IN adore OF PERFORMANCE, FEATURES, SERVICES, WARRANTY, hurt AND REPUTATION ACHIEVING CUSTOMER FOCUS THROUGH FEEDBACK FEEDBACK ENABLES - DISCOVERING major(ip) AREAS OF DISSATISFACTION - DESIRED FACETS OF QUALITY - DISCOVERING CUSTOMER NEEDS - COMPARING PERFORMANCE VIS-À-VI S THAT OF COMPETITORS CAPTURING CUSTOMER! NEEDS: INFORMATION arrangement TOOLS - COMMENT plank: CAPTURES...If you want to get a proficient essay, order it on our website: OrderEssay.net

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