CUSTOMER FOCUSED CONTINUOUS IMPROVEMENT BEYOND WORDS, PART 2

We started our discussion on Customer Focus in December 2012 with a general discussion about what it means to be ‘customer focused’, and how this term is overused and misunderstood in business.

Everyone claims to be ‘customer focused’, yet customer loyalty is at its lowest point in years, complaints are the higher than ever before, and almost everything we buy today comes with ‘extended warrantees’, or ‘extended service contracts’ for ‘only a little more.’

To get at real customer focus, we need to get at what and why a customer does what they do, in the ‘end-to-end’ framework that starts when he or she decides they need something and concludes when they get exactly what they need when they needed it, knowing they paid the best price and got the best quality, and would heartily recommend buying to everyone they meet.

The April issue of QHSE Focus Magazine, will reveal the first component of the Customer Focus that is “Customer Need”.

www.qhsefocus.com

QUALITY & LEAN 6 SIGMA

EDITION