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Continual Improvement Process by V. Narayana, N. S. Sreenivasan

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CHAPTER 10

Process Analysis: Customer Interface

Customer is the most important visitor to our premises. He is not an interruption to our work. He is the purpose of it.We are not doing him a favour by serving him.He is doing us a favour by giving us an opportunity to do so

– Mahatma Gandhi

SYNOPSIS

‘The purpose of a business is to create a customer’ is the famous concept propounded by Late Peter Drucker. An enterprise survives and grows prosperously on the strength of goodwill it commands among its customers. Thus, customer linkage is a key artery of an enterprise and it has to be maintained in a healthy manner. To accomplish this task, every enterprise has to be aware of the several ways in which the link can get damaged; examine whether such ...

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