Five myths about customer satisfaction
Article Abstract:
A company's failure to improve product quality and customer satisfaction may result from certain common misconceptions about customer satisfaction that the company may hold. Customer satisfaction is neither objective nor can it be measured easily and accurately. Changing customer satisfaction is a difficult process. Business enterprises do not understand who their customers are. Identifying their customers and the major issues causing dissatisfaction to customers is important for improving quality. Initiating improvements in quality and evaluating the consequences are also important steps.
Publication Name: Quality Progress
Subject: Engineering and manufacturing industries
ISSN: 0033-524X
Year: 1996
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Improving customer satisfaction through mass customization
Article Abstract:
The quality profession is beginning to analyze the practice of mass customization, which is now being used by many companies in formulating manufacturing and marketing strategy. Mass customization results from rapidly evolving technology, and can itself quickly adapt to changes in customer requirements. It offers both variety and volume at the same time, with variety differentiating between types of customers. As the production processes differ, the emphasis on quality systems required to support the products will probably vary as well.
Publication Name: Quality Progress
Subject: Engineering and manufacturing industries
ISSN: 0033-524X
Year: 1999
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