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Customer-Driven Quality |
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The modern manufacturing environment has been responsible for a dramatic loss in product quality in recent years, with a concomitant loss of customer satisfaction. Products are not made as well, do not last as long, and do not have exactly the features that the customer wants. Furthermore, customer service a main key to customer satisfaction is abysmal, with many manufacturing concerns providing little or no support and refusing to take responsibility for their products. An approach for remedying this problem is the concept of customer-driven quality, where products are tailored to the customer's needs and produced in smaller, very high quality batches that are driven by customer orders (Wortmann et al.). Included in a customer-driven environment is the initiative to dramatically improve the quality and accessibility of customer service, as well. Customers and their orders are serviced rapidly, handled courteously and consistently, their orders checked for completeness and, if a special unforeseen problem arises, it is h
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Category: Business - C
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Customer-Driven Quality, Type Organization, Retrieved October, customer-driven quality, high priority, customer satisfaction, priority high priority, high priority high, Management Association, priority high, low priority, Timmermans PJM, october 8 2005, high priority , service business, retrieved october 8, october 8, customer service, retrieved october, n/a ,
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