Customer perspective

The certification business has grown enormously in the last ten years. The International Accreditation Forum (lAF) recorded 616 accredited certification bodies in January 1999. The experience of the vehicle manufacturers with ISO 9000 certification led them to question the wisdom of so many certification bodies chasing the same business in a competitive market. The results seemed to indicate that cost reductions by the certification bodies led to a decline in the quality of auditing and that was the opposite of what the vehicle manufacturers wanted. The vehicle manufacturers had not seen a significant rise in product quality as a result of ISO 9000 and they believed this was partially due to the quality of the accreditation and certification schemes being operated as well as inadequacies in the quality system standard. When the four national automotive schemes were launched, great emphasis was placed on regulating more closely the accreditation and certification schemes. From a customer perspective, the ISO 10011 scheme had some particular problems ... 

Chemical companies tend to think about products not the service that the customer is buying. Forcing yourself to think about it from the customer perspective, focusing on the service or functionality required to meet their needs, opens up new innovation space. If you concentrate on the product, you will improve the product, upgrade the product, or... 

Prioritizing JTBDs is a function of how important they are, how satisfied customers are with existing solutions, the general potential for developing new (or more ideal) solutions, and the specific potential of the provider for creating new solutions that better meet outcome expectations (see Technique 2). The importance-satisfaction dimensions establish priority from the customers perspective, while new-solution potential forms the basis for prioritization from the provider s perspective. 

For the job of cleaning clothes at home, Exhibit 3.2 lists a sampling of expected outcomes, desired and undesired, from both the provider s and customers perspective. See Outcome Expectations (Technique 2) for more guidance on how to identify and document desired and undesired outcomes, as well as how to determine their relative importance. 

Did the candidate talk with physicians or nurses prior to the ride along to gain a customer perspective on the organization ... 

The evaluation of the service encounter can be approached from several perspectives (Bateson 1985 Czepiel et al. 1985) (1) an organizational perspective, (2) a customer perspective, and (3) a customer-contact service employee perspective. The service oiganization is mainly interested in the performance of the customer-contact service employee because this perspective allows the service organization to attain its objectives. It is therefore essential for the service organization to identify organizational factors that affect the performance of service employees. The customer is mainly... 

Dijferentiation enabler Differentiation enablers (DEs) are basic elements making products different from one another. They are the source of variety within a product family. From the customer perspective, DEs may be in the form of option features, accessories, or selectable feature values. In a computer, for example, while a CD drive is an optional feature (yes/no), the RAM must be one instance of a set of selectable feature values, such as 64K, 128K, and 256K bites. In the engineering view, DEs may be embodied in distinct structural relationship (structural DEs) and/or various modules with different performance (constituent DEs). Each engineering DE usually has more than one alternative applicable to product variant derivation for specific applications. 

From a customer perspective the fuel cell vehicle has to meet, beside the above mentioned requirements, the specific wishes of mobility. 

Value may also be loosely defined in terms of business or customer perspective equations ... 

The business measures its economic value via market share, value per customer, visits per time, and net earnings (Jambulingham et al., 2005). From the customer perspective, economic value delivers quality, reliability, servicing skills, time efficiency, accessibility, and acceptable pricing. Business measures include monitoring. 

The Strategic section requests information on trends from the customers perspective. The questionnaire asks for a response in the areas of product... 

Customer perspective Changes in the supply chain can reduce the time it takes to serve customers and provide additional extended product services... 

Customer perspective how the organization measures up with customers. 

Knemeyer, A. Michael, Corsi, Thomas M., and Murphey, Paul R., Logistics outsourcing relationships customer perspectives, Journal of Business Logistics, 24(1), 77-109, 2003. 

Specifying ISO 9001 for healthcare into ISO 9001/ EN 15224 has adjusted and specified the requirements for healthcare as well as the product concept and customer perspectives. Products in health care are always tiying to value the interactions between patients ( customers ), health care personnel, suppliers, insurers, industry and governmental bodies. 

For certain industries, regions, or market segments, excellent quality may still offer opportunities for companies to distinguish themselves from their competitors. In this case, customer-perceived quality measures would be highly appropriate to include in the Balanced Scorecard s customer perspective. Quality measures for manufactured goods could be measured by incidence of defects, say parts-per-miUion defect rates [among others], as measured by customers. (87)... 

In the simplified supply chain shown in Figure 19.1 one component of the chain, the manufacturer, measures performance of itself, and of its immediate customer and its immediate supplier. In this example the measurement is seen as being two way, but frequentiy measuranent is self-centred and little effort is made to measure performance from the suppher or customers perspective, let alone try to measure performance for the whole supply chain ... 

The Strategic Section requests information on trends from the customers perspective. The questionnaire asks for a response in the areas of product technology and information systems. There is also a question regarding the total cost of installing a fastener. It is not expected that every manufacturer will... 

Customer perspective. How the organization measures up in the opinion of customer expectations. 

Another aspect of user feedback the group will explore is universal compatibility for accessories. This issue continues to be discussed, from both manufacturing and customer perspectives. The revision process will also include a review of both referenced test protocols and equipment to ensure they are current and reflect state-of-the art technology and opportunities to harmonize with interna-... 

In practice, Kaplan and Norton propose that the balanced scorecard should balance the financial perspective (goals for future performance and measures of past performance) with similar goals and measures for the underlying drivers of longterm profitability. These drivers are identified as the business process perspective, the innovation and learning perspective and the customer perspective. 

Customer benefits improve product/service quality improve timeiiness improve fiexibiiity improve vaiue Customer perspective... 

Lean thinking a cyclical route to seeking perfection by eliminating waste and thereby enriching value from the end-customer perspective. 

Lean thinking is a cyclical route to seeking perfection by eliminating waste (the Japanese word is muda) and thereby enriching value from the customer perspective. The end-customer should not pay for the cost, time and quality penalties of... 

What is the purpose of integration in the supply chain, and why should it lead to value-added from the end-customer perspective ... 

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