This chapter frames what the concept of “customer” means for quality management and attempts to address some of the disconnects that have arisen over recent years regarding customer focus. It will reexamine some of the customer-focused methodology and how it can be applied within the context of the QMS. It also attempts to explain how the role of the customer can simultaneously act as a reference point to determine whether your QMS is effective in meeting customer needs, and also how the concept of customer needs can sometimes distract you from meeting their expectations.
Customers Have Choice
Customers know what is important to them and what isn’t. They don’t care where your distribution centers are; how easy or hard ...
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