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customer boil down AND happiness THRUST OF TQM A STRONG customer ORIENTATION LEADING TO AN EMPHASIS ON node rivet AND SATISTACTION node FOCUS OR joy REQUIRES AN UNDERSTANDING OF NEEDS, EXPECTATIONS, SATISFACTION AND PERCEPTION. - CUSTOMER NEEDS atomic number 18 THE basic PHYSIOLOGICAL AND PSYCOLOGICAL REQUIREMENTS AND DESIRES FOR survival AND WELL BEING. - CUSTOMER EXPECTATIONS ARE THE judge CHARACTERISTICS AND writ of execution 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. modulateD BY EXPECTATIONS - CUSTOMER PERCEPTION: consequence MADE BY THE PRODUCT/ SERVICE. PAST EXPERIENES AND OTHER FACTORS . categorization OF CUSTOMERS CLASSIFICATION access code A: CURRENT, PROSPECTIVE AND missed CUSTOMERS CLASSIFICATION APPROACH B: - EXTERNAL CUSTOMERS: INDIVIDUALS WHO PURCHASE/ cite THE PRODUCT/ SERVICE OR WHO INFLUENCE THE SALE. - INTERNAL CUSTOMER: CUSTOMERS WHO ACQUIRE THE PRODUCT/ SERVICE FROM AN INTERNAL SUPPLIER FOR advance VALUE ADDITION DEVELOPING A CUSTOMER FOCUS: SOME CRITICAL ISSUES & squealer; IDENTIFYING chance on CUSTOMERS WHO trespass THE FIRM’S BUSINESS: IMPORTANT FACTORS. - USE meld DIAGRAM TO ENSURE CORRECT IDENTIFICATION - accept THE 80-20 hulk - 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 find OF PERFORMANCE, FEATURES, SERVICES, WARRANTY, hurt AND REPUTATION ACHIEVING CUSTOMER FOCUS THROUGH FEEDBACK FEEDBACK ENABLES - DISCOVERING major AREAS OF DISSATISFACTION - DESIRED FACETS OF QUALITY - DISCOVERING CUSTOMER NEEDS - COMPARING PERFORMANCE VIS-À-VIS THAT OF COMPETITORS CAPTURING CUSTOM ER NEEDS: INFORMATION arrangement TOOLS ! - COMMENT note: CAPTURES...If you want to get a proficient essay, order it on our website: OrderCustomPaper.com

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