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Title: Quality Management
Description: Who is a “Customer”? Who is a “Supplier”? Customer Supplier Chains Quality Improvement Identifying with “Customer Defined Quality” Customer Satisfaction Process
Description: Who is a “Customer”? Who is a “Supplier”? Customer Supplier Chains Quality Improvement Identifying with “Customer Defined Quality” Customer Satisfaction Process
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Learning Objectives
→ Understand who Customers and Suppliers are
→ Learn about the stages of Quality Improvement
→ Understand the concept of “Customer Defined Quality”
→ Learn to identify the needs of customers
→ Explore the customer satisfaction process
Topics
1
...
Customer Supplier Chains
3
...
Identifying with “Customer Defined Quality”
5
...
Who is a “Customer”? Who is a “Supplier”?
2
...
Quality Improvement
4
...
Customer Satisfaction Process
Who is a “Customer”? Who is a "Supplier"?
Imagine the council is running a training course for the public
...
Who are
the customers? Who are the suppliers?
Stationary
(e
...
white board markers, duster)
IT equipment
(e
...
projector, PC)
Police Dept
...
g
...
Canteen
Supplier
Customer
Customer
Reception
Facilities Staff Customer
Information
Council
Public
Customer
Who is a “Customer”? Who is a "Supplier"?
Customers can be internal or external to an organization
...
At the point you receive something (product / service) you are the
customer and the provider is the supplier
...
In this manner, you can be a supplier as well as a customer from
time to time depending on what role you play
...
Who is a “Customer”? Who is a “Supplier”?
2
...
Quality Improvement
4
...
Customer Satisfaction Process
Customer Supplier Chains
Organisation
C
S
C
S
C
S
C
S
ustomer
upplier
ustomer
upplier
ustomer
upplier
ustomer
upplier
Customer Supplier Chains
e
...
Consider a Flower Bouquet Retailer
Customer
Public
Supplier
Customer
Bouquet Retailer
Supplier
Customer
Bouquet Manufacturer
Supplier
Customer
Flower Whole Seller
Supplier
Flower Grower
C
S
ustomer
upplier
Customer Supplier Chains
Some examples to practice customer-supplier chains on:
A milk powder retailer
A dentistry
A radio news station
Topics
1
...
Customer Supplier Chains
3
...
Identifying with “Customer Defined Quality”
5
...
QUALITY ASSURANCE – looks also at the prevention of quality
problems
QUALITY MANAGEMENT – looks also at the management and people
issues in achieving real and lasting quality improvement
TOTAL QUALITY MANAGEMENT – is a management philosophy
which applies to all parts of the organisation
...
─ Focused on the customer (internal and external): Customer is the
driver
...
Who is a “Customer”? Who is a “Supplier”?
2
...
Quality Improvement
4
...
Customer Satisfaction Process
Customer Defined Quality
The Total Quality movement assumes that the customer is in the
driving seat
...
This is what is known to be “Customer Defined Quality”
In a Total Quality setting:
The customer is considered to be top priority for the survival of
the organization
Repeat customers are considered the most important amongst
the customer base
...
Quality is renewed through continuous
improvement to keep customers satisfied and loyal
Customer Defined Quality
Take Actions
Check the
validity of your
conclusions
Analyze the
results
Gather the
information
Plan how to
gather
information
Speculate
Results
STEP 1
STEP 6
STEP 5
STEP 4
STEP 3
STEP 2
Figure:
How to identify External
Customer Needs
Customer Defined Quality
Operational
Teams
Quality Circles
COMMUNICATION
Self-Managed
Teams
Figure:
How to identify Internal Customer Needs
Quality
Improvement
Teams
Customer Defined Quality
Operational teams – perform a given function or process, but not
given overall responsibility
...
Not limited to just one function or process
...
Who is a “Customer”? Who is a “Supplier”?
2
...
Quality Improvement
4
...
Customer Satisfaction Process
Customer Satisfaction Process
Being customer focused is not just about finding out their
requirements
...
The
following is a simple process to achieving customer satisfaction:
1
...
What attributes do customers consider to be ‘important’ in
our product / service? - Prioritize according to importance
3
...
Tie results to the processes you have – what is the gap?
Customer Satisfaction Process
5
...
Start making improvements targeting attributes with high
importance but low customer satisfaction
7
...
Continuously improve by repeating these steps
The End
Title: Quality Management
Description: Who is a “Customer”? Who is a “Supplier”? Customer Supplier Chains Quality Improvement Identifying with “Customer Defined Quality” Customer Satisfaction Process
Description: Who is a “Customer”? Who is a “Supplier”? Customer Supplier Chains Quality Improvement Identifying with “Customer Defined Quality” Customer Satisfaction Process