What must an organization do to maintain a customer focus?

Question

What will be an ideal response?

Answer 1

Organizations practicing total quality management principles create a customer-focused management system and company culture that seeks to meet their customers' needs the first time and every time. Effective organizations analyze their customer's needs, wants, and expectations, translate them into technical specifics, and organize their key business operations accordingly. These organizations ensure that their leadership creates and implements strategic plans that focus on what is important to their customers and markets.

Effective organizations need an accurate understanding of what their customers expect. They also need to identify the gap between their current performance and what the customer requires if they are going to properly target improvement activities. They recognize the importance of studying both customer value perceptions and customer satisfaction. Customer perceived value, the result of comparing purchasing alternatives, looks toward the future and is proactive, allowing a company to change its future product or service offerings to better suit its customers. Customer satisfaction, comparing past experience or expectations to the realities experienced, is reactive and retrospective. Information about both can be used to help improve existing processes.