Customers expectations

Apart from the technical data, the customer expects good price/performance-ratio. 

In these cases most customers expect the producer to comply with a quaHty standard such as ISO 9001 /9002, ie, only released raw materials can be used, the process must be vaHdated, and documentation of each produced batch is kept. 

In order to estabUsh this type of service, the maintenance management should meet often with their outside suppHer as weU as with their iaside customers to benefit the end user the external customers. During these meetings the foUowiag steps should be taken to assure nonstop quahty Hsten to the customers, work with customers to clarify expectations, identify measurable iadicators, exceed expectations, deUver products and services when customers need them, keep promises, design for ease of use, constandy improve, focus improvements on areas related to customer expectations, and respond quickly (5). 

Quality Function Deployment. Sometimes referred to as the House of Quahty, quahty function deployment (QFD) is a technique for translating the voice of the customer iato design requirements (19). This is a systematic approach identifyiag customer expectations and relating the expectations to product properties. The usage of QFD ia the chemical iadustry appears to be growing. QFD results ia chemical specifications optimized to assure the material is suitable for its iatended use and performs up to customer expectations. 

Finally, the laboratory expends significant effort communicating results to both internal and external customers. Production, quaUty assurance, and purchasing all have various information needs ranging from the simple pass /fail decisions to statistical summaries of the data and suppHer product quahty. Customers expect to receive lot analyses in the form of a COA and often also want their own product-specific information on the document as well. This information can automatically be appHed to the COA if entered into the LIMS. Often, a quaUty-conscious customer wants information about the product in the form of process capabiUty or control charts. Using LIMS, these charts can be provided on demand. 

Delphi Chassis Systems will provide products and services to global markets that will meet or exceed customer expectations through people, teamwork, and continuous improvement. 

Ensuring that the policy is relevant to the expectations and needs of the organization s customers is a little more difficult. Companies need to predict what their customer expectations and needs are (now a requirement in clause 4.1.4 under Business plans). They may be beyond what they specify in contracts although they may in fact be identical to such specifications. For companies to create satisfied customers they not only need to meet requirements specified by the customer but meet national and international legislation and have consideration for the needs and expectations of society. As explained in Part 1 Chapter 1 on Quality characteristics, customers are not only the buyers but comprise several other interested parties. You need to provide a means of determining what the customer expectations and needs are and then subject the written quality policy to a review against those expectations and needs to determine if there is any conflict. As part of your business planning procedure you should indicate how you determine your customer s current and future needs and expectations. 

The standard requires methods to he in place to determine current and future customer expectations. 

The standard requires that an objective and valid process is used to define the scope and collection of information on current and future customer expectations at a defined frequency. 

For a more comprehensive treatment of market research the reader is advised to consult the many books available that will provide a range of methods for determining customer expectations. 

Appropriate in this context means appropriate to the nature of the work to be undertaken to meet the contract requirements. It is not mandatory that the staff of design departments are competent in all these skills. However, there is a customer expectation that if possession of one of these skills in a particular case would lead to a more effective design, the supplier should be employing that skill. Failure to do so requires the supplier to show that it would not be appropriate to the particular design. 

Knowledge of and access to information about customer expectations... 

Customer" Expectations. Keep in mind that the output of your PSM systems design must address the needs of a range of "customers," including senior management, facility and other operating personnel, and the PSM team itself. As you approach designing the PSM system, you may want to revisit their expectations. Systems will also have to reflect issues such as plant size, location, type of operation, and types and quantities of materials used. 

In the BW market, many of the modem polymers have demonstrated their ability in controlling specific waterside deposition problems. Use of the materials has led not only to cleaner boilers but also to higher customer expectations and the all-round confidence to operate boilers at higher heat-flux densities than in the past (especially in the medium pressure ranges of, say, 250 to 900 psig). 

In order to support and meet this demand an all-around development has taken place on the material front. Increasing automobile manufacmrers requirements and ever-growing customer expectations have resulted in the evolution of new product technology. As a consequence, mn-flat tire, closed cellular polyurethane (PU) tire, tweel tire, and active wheel system have become a reality on the road today and indicate a big change in the years to come. The manufacturing technology... 

If one is less restrained in setting specification limits, a balance can be struck between customer expectations and the risk and cost of failure a review of available data from production and validation runs will allow confidence limits to be calculated for a variety of scenarios (limits, analytical procedures, associated costs see Fig. 2.15 for an example). 

Cycle life, or the ability to maintain consistent performance over many refueling cycles, is clearly another requirement for the storage system. Customers expect the fuel system to be comparable with a gasoline tank (which requires little if any maintenance in current... 

Over the last decades, however, requirements have changed, and the customer expects improved functionality as well as reduced and carefully controlled energy, water and detergent consumption. 

Satisfy its users /customers expectations and contractual requirements... 

The need to achieve quality in activities, services, and products has been recognized to ensure that the organization meets well-defined objectives, satisfies its users/customers expectations and contractual requirements, complies with applicable standards and specifications, and provides value for money. 

Helps you achieve a defined level of quality in products and services to satisfy user/customer expectations and vendor requirements... 

Improve customer expectations, interpretative skills, and general support by site training. 

Natural gas light-duty vehicles should have the same good driveability characteristics that gasoline vehicles have obtained and customers expect. 

Advances in polymer and fibre science and in the manufacturing technologies of fibres, yarns and fabrics have been the driving force behind the development of smart textiles and innovative products that fulfil customer expectations. In contrast with the situation that existed 20years ago, these products now find applications primarily in sectors outside the textile field. Therefore, fibre, yam and clothing producers are in constant pursuit of developing new materials in order to meet the demands for both traditional and technical textiles to be used for applications outside the textile industry. 

Continuous quality improvement (CQI) is aphilosophy of continual improvement of the processes associated with providing a good or service that meets or exceeds customer expectations (Shortell et al., 1998). CQI, which was first employed in the manufacturing field, was introduced into health care by Berwick and Leape (1999). [CQI has been referred to as quality improvement process, total quality management, and total quality control (Lohr, 1990b).]... 

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