Problems & Solutions
Meeting and Exceeding Customer Expectations
To meet and exceed customer expectations requires establishing a process for listening to the voice of the customer, deploying the customer requirements throughout the company, and using a system of checks and balances to measure if the customer needs are met. Only in so doing can organizations understand the value proposition in terms of the customer.
Training Course:
Article:
- ISO 9001:2000 and Design for Six Sigma: Do Your QMS Design Procedures Aim for Defect-Free Product? (PDF, 372 KB)
(Norma S. Simons, The Informed Outlook, October 2001)
