Satisfaction of customers

Describe how your organization determines the satisfaction of customers and builds relationships to retain current business and to develop new opportunities. 

Information gathering, evaluation and satisfaction of customer needs (a proper document management). 

Along the top of the matrix are 13 activities that are part of the activity system proposed to respond to customer requirements. These are listed in order of their contribution to satisfying customer requirements. Relative contributions are calculated in the matrix. Each proposed activity earns points for contributing to satisfaction of customer requirements. These points use a frequently employed scale ... 

Let DP denote the set of desired products (or aggregated product families) of the system. These can be manufactured at plants, P, by utilising various resources, RS. The products are subsequently transported to and stored at warehouses, W. Products ftom warehouses are transported upon customer demand, either to distribution centres, D, or directly to retailers, R. Retailers receive time-varying orders from different customers for different products. Satisfaction of customer demand is the primary target in the supply chain management mechanism. Unsatisfied demand is recorded as back-orders for the next time period. A discrete time difference model is used to describe the supply chain network dynamics. The duration of the base time period depends on the dynamic characteristics of the network. 

Goals and objectives to be defined Determination of customer satisfaction Continual improvement Analysis of data... 

You can determine this by providing the evidence of customer complaints, market share statistics, competitor statistics, warranty claims, customer satisfaction surveys, etc. 

There are two requirements addressing records of the management review which when combined require firstly that records of management review be maintained and secondly that these records provide as a minimum evidence of the achievement of objectives specified in the quality policy and the business plan and evidence of customer satisfaction with product supplied. 

TQM calls on project teams to analyze business processes in terms of customer satisfaction, and begins with an understanding of who the customers are and who is responsible for meeting their expectations. In relatively simple processes (such as the electronic mail example), the customer-supplier relationship is fairly clearcut. In more complex processes that affect many people in different ways, there may be multiple customer and supplier categories, each requiring its own analysis. TQM untangles these processes by identifying the subprocesses, activities, and customer-supplier relationships they comprise. 

Commercial Testing. The commercial test lab is by definition, in the business of testing. The satisfaction of its customers is paramount. Quality service and responsiveness holds old customers and attracts new ones. Getting dependable data fast is important, but here cost is critical. In a competitive market, the ability of LIMS to bring down the effective cost per test means more profit and/or the ability to keep or increase one s market share by lowering prices. 

This Standard is a very general document and does not cover technical aspects. However, analytical laboratories increasingly have selected certification to ISO 9001 to cover the broader aspects of their activities. The earlier versions of this Standard had the term quality assurance in the title but this has now been removed. The reason is that the current standard requires more than quality assurance of the service. Enhancement of customer satisfaction is also expected, along with evidence of continuous improvement. In Figure 2.2, this is covered in the box dealing with evaluating the results. 

Rather than providing support for the existence of a profit chain-of-effects framework, and the investments in customer satisfaction and customer loyalty programs that rely on it, simple pairwise analyses of profit-chain variables almost always provide results that raise doubt about its underlying assumptions. Three examples follow. 

Second, links can be asymmetric. That is, the impact of a change of one unit for an antecedent variable (e.g. the impact of customer satisfaction on customer loyalty) can vary depending on whether the change is an increase or decrease, and/or depending on whether the vendor firm currently operates above or below a specific scale point or reference point. Reference points arise when customers evaluate performance on the basis of relative performance and not absolute performance (Mittal, Ross, Baldasare, 1998). 

Proportion of the sample (%) Overall satisfaction Share of customer purchases (%) Sales revenue ( m) Operating profit( k) Operating margin (%)... 

In summary, these descriptive results support our basic thesis that the impact of satisfaction and customer loyalty on customer profitability is moderated by situation-specific factors encountered by the vendor. 

Ittner, C. Larcker, D. F. 1998. Are nonfinancial measures leading indicators of financial performance. An analysis of customer satisfaction. Journal of Accounting Research, 36 (Supplement) 1-35. 

Satisfaction of the needs and expectation of the current and future customers... 

It is the responsibihty of the laboratoiy management to ensure that the necessary resonrces essential to the implementation of strategy and laboratoiy objectives and the realization of customer satisfaction are identified and made available. Resonrces may be people, infrastractnre, work environment, information, snppliers and partners, natural resources and financial resources. The provision of resources... 

The laboratoiy shall plan and establish processes to listen to the voice of customer and other interested parties and cooperate with them in order to anticipate future needs. Such information should be collected, analysed and used for improving the laboratoiy performance. Measurements of customer satisfaction as well as personnel satisfaction (within the laboratoiy) are vital for the evaluation of laboratory performance. 

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