Understanding the Aspects of Product Quality Can Help Build a Competitive Advantage
In his 1987 article in the Harvard Business Review, “Competing on the Eight Dimensions of Quality,” David Garvin defined eight dimensions or characteristics that can be used at a strategic level to analyze product and service quality. As producers of products it is important to understand what customers desire among these characteristics to help build a competitive advantage....
Read MoreUnderstanding Why Customers Complain
Improving customer satisfaction and understanding why customers complain are certainly worthy Lean Six Sigma projects and deserve attention. Companies need to understand why customers complain, why some unhappy customers’ don’t complain, and what customers’ expectations are about their complaints. Customers usually complain for a number of reasons: to obtain a refund or...
Read MoreDo you really understand your customers?
If you don’t know what your customers want, it’s pretty darned hard to give it to them. Sometimes organizations, even entire industries, have the attitude of “we know what’s best for the customer.” Organizations have the misguided belief that “we’re really tuned into the needs of our market,” when in fact they are out of touch with changing...
Read MoreYou Can Execute Flawlessly and Still Blow It With The Customer!
Have you ever had a situation where you asked for something at a restaurant and it seems as if you were completely ignored or the waiter forgot your request? A few minutes latter, the same waiter will ask you if everything is fine and if he can get you anything else. Or maybe you asked for directions at an out of town hotel and the desk person says they’re new in town and doesn’t know...
Read MoreDetermining What Characteristics Are Important To Your Customers
Measurement is worthless if the characteristics being measured fail to benefit the customer. In order to avoid this problem, take time at the start of the measurement process to develop a list of the characteristics and problems that may be significant to your customers. Start by asking yourself, “What characteristics are my customers likely to be seeking in my products and services?” ...
Read MoreDeveloping a Good Measurement System is Key to Achieving Customer Satisfaction
A good measurement system is an opportunity to focus on and meet your customers’ needs. Well designed measurement programs have a lot of benefits: It forces you to think about the critical success factors and the main elements in achieving these factors. It provides you with reliable information on what’s right and wrong with the organization. It provides an agreed-upon framework in...
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