Retaining Customers:

Managing Quality

Customer's Perspective of Quality

Winning Customers' Loyalty by Meeting and Exceeding Their Expectations

 

Vadim Kotelnikov personal logo Vadim Kotelnikov

Founder, Ten3 Business e-Coach Inspiration and Innovation Unlimited!

"Kodak sells film, but they don't advertise film. They advertise memories." ~ Theodore Levitt

 

 

Customer Satisfaction

Main Benefits1

  1. Customers stay with the company longer

  2. Customers deepen their relationship with company

  3. Customers demonstrate less price sensitivity

  4. Customers recommend company's products or services to others

 

The Instrumental Component of Customer Value Derives from2:

  1. Functional features of the product

  2. Product quality

  3. Timely delivery

Areas Targeted by TQM in Japan

 

Eight Dimensions of Product Quality

By David Garvin

  1. Performance – operating characteristics (speed, comfort, ease of use, and so on); for multiple performance features, the relative importance of each... More

Customer Relationship Management (CRM)

Key Benefits for Customers

  • Improved quality... More

Quality Management

Total Quality Management (TQM)

14 TQM Slogans at Pentel, Japan

Six Sigma

Product Quality: 8 Dimensions

Knowing People

Perceptions

Winning Organization

Balanced Organization: 5 Basic Elements

Continuous Improvement Firm (CIF)

Enterprise Business Process Management (EBPM)

Process-managed Enterprise

Business Process Thinking

Cross-functional Management (CFM)

Process Innovation

Efficiency Improvement

Kaizen

Lean Production

Productivity Improvement

Value Chain Management

Supply Chain Management

Case Studies

Six Sigma Implementation at GE

Toyota Production System (TPS)

Quality Is All About Customers' Perceptions

Like beauty and truth, quality is in the eye of the beholder, your customer.

"Perceptionl is all there is..." says Tom Peters. "There is only one perceived reality, the way each of us chooses to perceive a communication, the value of a service, the value of a particular product feature, the quality of a product."

Creating Customer Value: 10 Lessons from Konosuke Matsushita

Balanced Organization: 5 Basic Elements

Corporate Culture (earth):

Customer Expectations

Customer is defined as anyone who receives that which is produced by the individual or organization that has value. Customer expectations are continuously increasing. Brand loyalty is a thing of the past. Customers seek out products and producers that are best able to satisfy their requirements. A product does not need to be rated highest by customers on all dimensions, only on those they think are important.

Customer Satisfaction – a Critical Component of Profitability

Customer loyalty is a major contributor to sustainable profit growth. To achieve success, you must make superior service second nature of your organization. A seamless integration of all components in the service-profit chainemployee satisfaction, value creation, customer satisfaction, customer loyalty, and profit and growth – links all the critical dynamics of top customer service... More

Creating Customer Value: 9 Questions To Answer

Customer Feedback

Feedback can provide your business with tremendous insights about what your customers need, want, care about and value most. Collecting customer feedback helps you create more and lasting value for them. It can help you understand what’s working and what’s not working so that you can build on what’s working and discontinue or fix what’s not... More

Value Innovation

Be the Best Possible

Quality and excellence are not what you say they are.  Quality and excellence are what your customers say they are.  Customers of your products and services define quality! When was the last time you asked a customer for an honest opinion of the goods and services you and your organisation provide?  Organisations and individuals that want to get ahead and succeed (your competitors), are prepared to meet regularly with customers and appraise performance levels, continuously seeking improvement.  The same applies in the employment market.  Employers determine excellence and quality.  Smart people in charge of their careers recognise this fact and are therefore continuously researching for needs, trends and opportunities within their existing employment environment and in future areas of the employment market they are attracted to.  Thus they can then acquire new skills to meet changing employment needs, to stay one step ahead of the competition... More

Customer Intimacy Works

Customer intimacy starts with a commitment to deliver the best results to each customer. That's why it works.3 Today's customers refuse to be anonymous. They continue to raise the level of their requirements, but their range extends beyond best price and best product. Today's customers want exactly the right selection of products or services that will help them get exactly the total solution they have in mind. Now, more than ever, customers hunger for superior results from the products or services they use. And customer intimacy gives it to them... More

 

 

References:

  1. "Extreme Management", Mark Stevens

  2. "TQM - Creating a Continuously Improving Organisation", W.E. Cole and J.W. Mogab

  3. "Customer Intimacy", Fred Wiersema