Your Customers' Perception of Quality

156  •  Your Customers' Perception of Quality

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WY

ͻYƵĞƐƟŽŶ͗,ŽǁĚŽǁĞŬŶŽǁƚŚĂƚǁŚĂƚ͛ƐŐŽŝŶŐ

ŽŶŝƐƚŚĂƚĐƵƐƚŽŵĞƌƐĂƌĞŶ͛ƚƉĞƌĐĞŝǀŝŶŐƚŚĞ

ŚŝŐŚƋƵĂůŝƚLJŽĨŽƵƌƉƌŽĚƵĐƚƐͬƐĞƌǀŝĐĞƐ͍

ͻŶƐǁĞƌƐ͗

ʹdŚĞLJ͛ǀĞĐŽŵƉůĂŝŶĞĚƚŽƚŚĞŝƌƐĂůĞƐƌĞƉƐ͘

ʹdŚĞLJ͛ǀĞĐŽŵƉůĂŝŶĞĚƚŽĐƵƐƚŽŵĞƌƐĞƌǀŝĐĞƐ͘

ʹtĞ͛ǀĞŚĞĂƌĚŝƚĂƚƚƌĂĚĞƐŚŽǁƐ͘

ʹtĞ͛ǀĞƐĞĞŶŝƚŽŶƚŚĞ͚ŶĞƚ͘

ͻdŚĞ^ŽůƵƟŽŶ͗DŽŶŝƚŽƌ͕ĞǀĂůƵĂƚĞ͕ĂŶĚŝŵƉƌŽǀĞ

ĐƵƐƚŽŵĞƌƐ͛ƉĞƌĐĞƉƟŽŶŽĨƚŚĞƋƵĂůŝƚLJŽĨŽƵƌ

ƉƌŽĚƵĐƚƐͬƐĞƌǀŝĐĞƐ͘

WY

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FIGURE8.2 (Continued)

e Questions and Answers for Customer Perception of Quality

Delivering a Capability to Su ...