1. Customer Satisfaction
Customer Satisfaction is a measure of Quality
Malcolm Baldrige National Quality Award accounts for 30 % of total points
Japanese National Quality Award accounts for 25 % of total points
European Quality Award accounts for 20 % of total points
Malaysian National Quality Award accounts for 20 % of total points
Rajiv Ghandhi National Quality Award accounts for 30 % of total points
Pakistan National Quality Award accounts for 20 % of total points
President Productivity Award accounts for 10 % of total points

2. Who is Customer ? Who purchases a product or service.
External Customer
Internal Customer

3. Success Formula for Customer /Supplier Relationship
What do you need from me ?
What do you do with my output ?
Are there any gaps between what you need and what you get ?

4. Customer Perception of Quality
Performance-fitness for use
Availability
Reliability
Maintainability
Features
Psychological
Time-oriented
Contractual
Ethical
Technological
Service
Warranty
Warranty is the organization’s public promise of a quality product backed up a guarantee of customer satisfaction
Price
Customer pay for value.
Reputation
Customers are willing to pay a premium for a known or trusted brand.

5. Elements of Customer Service
Organization
Identify each market segment
Write down the requirements
Communicate the requirements
Customer Care
Meet the customer’s expectations
Get the customer’s view point
Deliver what is promised
Make the customer feel valued
Respond to all complaints
Over respond to the customer
Provide a clean and comfortable customer reception area
Communication
Optimize the trade off between time and personal attention.
Minimize the number of contact points
Provide pleasant, knowledgeable, and enthusiastic employees.
Write documents in customer-friendly environment

6. Elements of Customer Service
Front Line People
Hire people who like people.
Challenge them to develop better methods.
Give them the authority to solve problems.
Serve them as internal customers.
Be sure they are adequately trained.
Recognize and award performance.
Leadership
Lead by example.
Listen to the front line people.
Strive for continuous process improvement.

7. Customer Feedback Customer Complaints
Comment Card- Low cost method attached with Warranty Card, True measure of customer’s feelings
Survey
Focus Groups
Toll free Telephone Numbers
Customer Visits
Report Card
The Internet
Employee Feedback

8. Essentials of Kano Model
Customer Requirements
Explicit Requirements: Verbal and Written requirement
Innovations: Exciters-Quickly become excited
Unspoken but expected: Unstated and unspoken requirement

9. Essential Part of After Sale Service
Characteristics Expectations
Delivery Delivered on schedule in undamaged condition.
Installation Proper instructions on set up, or technicians supplied for complicated products.
Use Clearly written training manuals or instructions provided on proper use.
Field Repair Properly trained technicians to promptly make quality repairs.
Customer Friendly service representative to answer questions
Service
Warranty Clearly stated with prompt service on claims