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Feedback to Manufacturing
SOURCES OF FEEDBACK
e real reason why customers return products is that they are dissat-
ised. e product being perceived as defective is merely the reason for
the dissatisfaction. Some defects are matters of perception and judgment.
When specications say things like “excessive scratches” or “sucient
cleanliness,” unless the terms excessive and sucient are measurably quan-
tied, the customer’s perception and judgment are the determining factors
of whether or not the product is defective. ese judgments are inuenced
by factors at both the conscious and unconscious levels. Education, past
work experience with previous ...