Understanding Customer’s Requirement

For understanding customer’s requirement. Firstly, you should know that the marketing department is the customer facing and should take the lead in establishing the customer’s requirement for the product or service. After that, it’s market sector and demand defines the attributes like grade, price, quality, timing, etc.

For example, if a major hotel chain is thinking of opening a new hotel or rennovating an old one then, first thing they will consider is its location and accessibility. After that , budget, first-class and business hotel will come. Similarly, for customer requirements it will follow the same process by reviewing the market needs for unspoken expectations or ideas held by customers.

Moreover, this reviewing is done by market research techniques, data gathering, and analysis of customer complaints. Likewise, Qausi-quantitative methods may also classify the characteristics in importance. Further, it will decide in which areas superiority over competitors exists like SWOT analysis.

Understanding Customer’s requirement with Suppliers

To understand this better check the points given below,

• Firstly, the good communication between customers and suppliers is the key to a total quality performance.
• Moreover, the feedback from both customers and suppliers needs improvement. As, a dissatisfied customer and suppliers do not communicate their problems.
• Further, you should know that communication amongst the organization is also important which should be prompt, clear and accurate.

Design Phase Requirement

In the design phase,

• Firstly, there is process of identifying the customer’s needs and expectations. After that, they are translated into Critical-To-Quality (CTQ) characteristics.
• Moreover, these characteristics are put into the product’s design so as to manufacture or deliver them consistently and economically.
• But unstability comes during deliverying or manufacturing, Therefore, tolerance levels are specified and the company should measure and control the variations.

Measuring Performance 

After that, the process performance is measured. This is done to know,

• Firstly, to measure how the output against specified limits by the process capability
• Secondly, to measure the ability of the process to generate products that are within the specified limits
• After that, measuring the process stability or company’s ability to predict the process performance based on past experience.
• Usually the test done at some intervals and esitimation to know number of defects are done using SPC.

Reviewing the Market readlines of new products and services,

• Firstly, the acceptance of distribution and customer-service processes.
• Secondly, training of personnel in the ‘field’.
• Then, Availability of ‘spare parts’ or support staff.
• Lastly, the evidence, that the organization is capable of meeting customer requirements.

In addition, there are various techniques of research which for both externally and internally are

• Surveys – questionnaires, etc.
• Panel or focus group techniques.
• In-depth interviews.
• Brainstorming and discussions.
• Role rehearsal and reversal.
• Interrogation of trade associations.

Above all, a good research with analysis of complaints data, is an essential part of finding out about the requirement. In other words, breaking out from the obsession with inward scrutiny that bedevils quality.

 

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