CUSTOMER

FOCUS AND
ITS IMPACT ON
ORGANIZATIONAL
LIFE
Presented By: Zill.e.Huma Munir
Presented To:

CUSTOMER FOCUS
Key issue for business as well as educational,
that is interested in increasing the value of
customer loyalty and creating better performance
Lindas Definition

Customers

attitude, knowledge and actions

Customers definition of quality

ORIGINS OF CUSTOMER
FOCUS
o

TQM

Strategic integrated system for achieving customer

satisfaction

Advocates of TQM

Edward Deming
Philip Crosby
Armand Feigenbaum
Joseph M.Juran

DIFFERENCES BETWEEN QUALITY

PROPONENTS AND
TRADITIONALIST
Poor management
Work of an organization
Process within organization
Contribution
Commitment
Process Improvement
Constancy of Purpose
The Change to quality

CUSTOMER SATISFACTION
Listening to customer
Product features

Accuracy,

speed, dependability and care

Producer responsibility
Customer

training, customer expectations and

competitor expectations

Service Support

MANAGERS PRIORITIES
Analyzing the system
Recognizing Flaws
Challenging the assumptions
Remaining conscious for initiating change

ISO 9000

ISO 9000 standards:

Customer

requirements
Customer expectations
Customers definition of quality
Customer records
Customer complaints
Design a process
Train customer contact staf

CROSBY- ZERO DEFECT

THEORY

Based on DIRFT
Conditioning

through private life

Built-in-defect ratio
Errors as function of importance
Mistakes
Lack of knowledge
Lack of attention

SEVEN SINS
Apathy
Brush-of
Coldness
Condescension
Robotism
Rule book
Run-around

IMPROVING CUSTOMER
SERVICE
Understand the need and expectations of
customer
Develop a clear strategy
Educate and establish employees
Organize the structure
Implement the new plan
Reinforce the new orientation