Quality Functions
Deployment (QFD)
QFD
is a team based management tool in which customers are used to drive the
product development process. It helps a company to satisfy customer needs
continuously and retain them so that they can survive in the market.
Customer satisfaction
measurement (CSM)
CSM
is the process that shows the following results:-
·
Overall
customer satisfaction with the organization and its products / services
·
Rating
in the industry on the basis of overall customer satisfaction
·
Desire
to recommend the product or service to others.
·
Loyalty
in terms of repeat purchases
CSM
can be done through the following ways:-
·
Customer information: Information form customer can be
obtained by many other ways. Some of the tools are- surveys, phone calls,
complaint reports, Trade trials, Customer audit, Sales force, Consultants
· Customer survey: 3 methods- Interview administered,
machine administered, self administered. Appropriate method should be selected
base on the following:-control, cooperation, cost, possibility, bias.
· Market research: Market research can be done to get
the voice of the customers. MR is of:-
ü Exploratory research: to discover
ideas and insights
ü Conclusive research: to evaluate
alternative course of action
ü Performance research: to monitor the performance
of critical factors.
