It is important in any quality program that quality is defined by your customer.
ID: 459495 • Letter: I
Question
It is important in any quality program that quality is defined by your customer. Both quality programs offer tools to help improve quality. One tool is customer surveys. My last company took this type of feedback very seriously. One of my responsibilities at my last company was to visit our customers quarterly and do a face-to-face survey of our quality and customer service. Another tool is bench marking. This is a great tool and one of the questions we would ask each company is who is the best in the business that other companies should use as a benchmark.
What are your thoughts? Explain.
Explanation / Answer
Surveys are important because your customers provide information about areas of opportunity the company has and you can improve them but you need the constant feedback from the customer, there needs to be a relationship between customer and producer in order to achieve effective surveys. If you are not asking the opinion of your customer and he is not giving you feedback from his side there are going to be competitors asking for their business.
Benchmarking is also a good tool because you can compare your products with the products of other companies and you can check with your customer when qualities are needed in order to satisfy his needs
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