9. UNDERSTAND THE CUSTOMER

9. UNDERSTAND THE CUSTOMERAuringga Novindra1102120077Lanang Arifianto1102120199Tuntas Wibisono1102120204TI-36-05INTRODUCTIONBab ini melengkapi pengukuran yang telah dijelaskan di bab-bab sebelumnya dengan menjelaskan bagaimana menghubungkan pelanggan dengan sistem pengukuran dengan cara mengukur efektifitas dari proses dan output dari perusahaan

OutlineSteps to Understanding Customers ExpectationsPerformance Measurement ParadigmIdentifyng the CostumerLearning the Customers RequirementsWhat Performance Atributes Do Customers Expect ?Buliding Blocks For TemplatesTranslating Attributes Into Specifications

Steps to Understanding Customers Expectations1. Performance Measurement Paradigm2. Identifyng the Costumer3. Learning the Customers RequirementsProduk/ jasa seperti apa yang pelanggan inginkan?Tengkat kemampuan (performance level) apa yang dibutuhkan untuk memuaskan keinginan pelanggan?What is relative importance of attributes?

3 pertanyaan yang dapat membantu menentukan keinginan pelangganWhat Performance Atributes Do Customers Expect ?1. Buliding Blocks For TemplatesTemplate 1 (PRODUCT QUALITY)1. Buliding Blocks For TemplatesTemplate 2 (SERVICE)1. Buliding Blocks For TemplatesDELIVERABLESINTERACTIONSFASTERavailabilityresponsivenessconvenienceaccessibilityBETTERperformancereliabilityfeaturessecurityreliabilitycompetenceconformancecourtesydurabilitycredibilityserviceabilityemphatyaestheticscommunicationperceived qualityCHEAPERpricepriceTemplate 3 2. Translating Attributes Into SpecificationsPRODUCT (Deliverable)SERVICES (Interactions)ATTRIBUTESObjectiveSubjectiveTangibleIntangibleMEASURESAbsolute terms such as physical or chemical propertiesComparativeterms relative to expectationsEXAMPLESizeAttitudeWeightCourtesyVolumeCooperationDelivery timeAttentionMaterialReputationCountDependabilityColorFriendlinessThank you