Week 3 Chapter 7 QM Assignment Example | Topics and Well Written Essays - 500 words

Week 3 Chapter 7 QM - Assignment Example These are people with whom company interacts before processes take place are called suppliers. On the other hand, people who come in contact with the company after the process of manufacturing or rendering services are called customers. Whereas, according to the contemporary viewpoint both customers and suppliers are existed inside and outside the company. In the total quality setting, customers play a pivotal and central role as they define quality. In the total quality setting customers are given top priority as they are success determinant for company. Reliable customer (one who makes repeated purchases) ensures the long term success of the company; therefore, its satisfaction is important. Reliable customer is the one who is satisfied with the company’s offerings and keep on making repeated purchases. Reliable customer can only be achieved by the company when he/she is highly satisfied. Customer satisfaction plays a key role in transforming a customer into a reliable customer. This is because once the customer is highly satisfied with what it is getting out of the product or product is exceeding his expectation only then he/she will make repetitive purchase. Otherwise, customer will simply switch to another product. Customer satisfaction can be ensured by bringing company’s employees in close contact with customers in order to find out their problems and complains related to products. Simultaneously, company should bestow powers in employees so that they could take actions to eradicate customer’s problems and make them satisfied in the end. The organization should identify needs of its internal and external customers thoroughly. It should communication with them on the regular basis. Organization should also look into customer’s feedback in order to establish a customer focus structure. Organizations should communicate with their customers on continual basis in order to know about the changes