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Customer focus and its impact on organizational lifePresented By: Zill.e.Huma MunirPresented To:Customer FocusKey issue for business as well as educational, that is interested in increasing the value of customer loyalty and creating better performanceLindas DefinitionCustomers attitude, knowledge and actionsCustomers definition of quality

Origins Of Customer FocusTQMStrategic integrated system for achieving customer satisfaction Advocates of TQMEdward DemingPhilip CrosbyArmand FeigenbaumJoseph M.Juran

Differences Between Quality Proponents And Traditionalist Poor managementWork of an organizationProcess within organizationContributionCommitmentProcess ImprovementConstancy of PurposeThe Change to quality

Customer SatisfactionListening to customerProduct featuresAccuracy, speed, dependability and care Producer responsibilityCustomer training, customer expectations and competitor expectationsService Support

Managers PrioritiesAnalyzing the systemRecognizing FlawsChallenging the assumptionsRemaining conscious for initiating change

ISO 9000ISO 9000 standards:Customer requirementsCustomer expectationsCustomers definition of qualityCustomer recordsCustomer complaintsDesign a processTrain customer contact staff

CROSBY- Zero Defect TheoryBased on DIRFTConditioning through private lifeBuilt-in-defect ratioErrors as function of importanceMistakesLack of knowledgeLack of attention

Seven SinsApathyBrush-offColdnessCondescensionRobotismRule bookRun-around

Improving Customer ServiceUnderstand the need and expectations of customerDevelop a clear strategyEducate and establish employeesOrganize the structureImplement the new planReinforce the new orientation