Chat with AIExam 4: Creating a Customer Focus
Describe two benefits of creating and using a QFD matrix.
(29) 
VerifiedTwo of the main benefits of QFD are the reduced number of engineering changes and fewer production problems. A QFD provides key action items for improving customer satisfaction. A QFD can enable the launch of a new product or service to go more smoothly because customer issues and expectations have been dealt with in advance. Gathering and utilizing the voice of the customer is critical to the success of work class companies.
Why would an organization practicing the Six Sigma methodology want to create an atmosphere focused on customers? What would be the benefit of such an approach?
(32) VerifiedIn many ways, a company's future survival depends on their ability to meet their customers' needs, wants, and expectations, not only now, but in the future. Companies that are truly focused on the customer are better able to react to market and global competitive challenges. This agility enables them to attract and retain customers, ensuring their success now and in the future.
Why is a focus on customers so important to the success of an organization?
(29) VerifiedThe current global business environment is extremely competitive. Today's consumers are more than willing to switch from supplier to supplier in search of better service or availability or courtesy or features or for any variety of reasons. To attract and retain customers, effective organizations need to focus on determining and providing what their customers want and value. Advertising, market positioning, product/service imaging, discounting, crisis handling, and other methods of attracting the customer's attention are not enough. Effective organizations, many of whom practice the Six Sigma methodology, survive because they talk to customers, translate what their customers said into appropriate actions and aligned their key business processes to support what their customers want. These critical activities enable them to meet their customers' needs, wants, and expectations the first time, every time.
How would you recognize an organization with a customer focus? What
clues would you need?
(29) Passenger airline companies typically measure quality in terms of on-time departures and on-time arrivals. While these are two good measures of a portion of the flying experience, what other measures would be useful if the airline was to change their focus and look at the flights from the point of view of their customer, rather than from their organizational point of view? What are the expectations of the flying customer?
(29) Combine what you learned in Chapter 2 with this chapter, by selecting one of Deming's fourteen points and discussing how it relates to creating a customer focus in a Six Sigma organization.
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