10. Internal customers
Customers are from
inside the company.
Every person is in
process.
Each dept is
customer of other
11. External customers
Who uses the product.
Who purchases the
product.
Who influences the sales
of the product
12. “Quality is what customer
perceives to be.
Customer change their needs”
13. Customer perception of Quality
Customer needs goes on some changes
Quality level needs are to be improved
Quality is what customer perceives to be.
14. Service:- Provide service
at right time even
though
customers never
complains
15. WWaarrrraannttyy Represents a promise
of a quality product.
Force the
organization to focus
on customer needs.
It attracts and build
the market
16. Price
Nowadays customer is ready to give high price
towards Quality.
Expects to get good product in lower price.
Customer’s perception of value is continuously
changing.
To Succeed the org should identify, verify the
perception of value.
17. Reputation
Customer wills to buy product from a known
company.
Reputation brings market to the Org.
So org should strive for customer for life.
