The Catalyst Perspectives Group
A Customer Focused Product-Quality Model
What makes the customer happy?
How well do you know what the customer expects?
What shapes customer expectations?
A customer is happy when the product they get
is the product that they expected.
What shapes customer expectations?
How well do you know what the customer expects?
What shapes customer expectations?
Many things shape customer expectations…
...including the product provider.
How well do you know what the customer expects?
How well do you know what the customer expects?
Does the process work...meet customer expectations?
If you don’t know what the customer expects…
…you will never meet their expectations.
Does the process work...meet customer expectations?
Have you communicated...what you can deliver and what you did deliver?
Does the process work...meet customer expectations?
Design a process to deliver products and services that meet customer expectations.
Is the process being used...correctly and consistently?
Have you communicated...what you can deliver and what you did deliver?
Have you communicated...what you can deliver and what you did deliver?
A great process ‘at least on paper’ is really a bad process. Use a process that meets customer expectations.
Have you communicated...what you can deliver and what you did deliver?
Have you communicated...what you can deliver and what you did deliver?
Have you communicated...what you can deliver and what you did deliver?
Set customer expectations by what you can deliver then,
...deliver what the customer expects.
What makes the customer happy?
What makes the customer happy?
What makes the customer happy?
When you understand customer expectations and operate so that what you deliver is what the customer expects to get.