Quality Assurance

Anthony Smith 16678591 Quality Assurance Tut 3

Chapter 3

1. The company must exceed just meeting the basic requirements, they must include designing new products that truly excite the customer and they must be able to respond rapidly to changing demands. They must also constantly strive to improve customer relations as if they are close they will know what they want.

3.

* Identify key customer segments and markets.

* Obtain actionable information from customers and understand both their near and long term needs

* Use the voice of the customer to design innovative products that exceeds customers expectations

* Create a support network that is easily accessible to customers

* Manage relationships as to build loyalty and obtain new customers

* Measure customers satisfaction and other key aspects to improve organizational processes

PPL has implemented measures that ensure client relationships are maintained efficiently. They also use client feedback to address problems that occur. They also allow sufficient resources in maintaining client relationships. They also have processes that contribute to the delivery of a service to a customer.

K&N Management focus extensively on each of their customers and building great relationships with them. They also focus on exceeding customers expectations and thus delighting them. They also have an organizational culture that allows for customer feedback and easy review of the comments.

4. According to our textbook, Patrick Mehne, Chief Quality Officer of the Ritz-Carlton, stated that “Satisfaction is an attitude; loyalty is behaviour.” That makes perfect sense since an attitude is a feeling and a behaviour is an action. Therefore, we behave according to our attitudes.

Our textbook also states that “achieving profitability and market share requires loyal customers who stay with a company and make positive referrals,” and that “customers who are merely satisfied may often...