100-Metodos-de-Qualidade-Total

MANAGEMENT METHODS
37
Method 9
Customers' contingency table
Purpose
To understand the needs of both internal and external customers for the
fulfilment of customer satisfaction .
When to use
When a team is trying to learn the level of customer satisfaction of both
internal and external customers. Failure to satisfy the customer may put
the company out of business.
How to use
List both your internal and external customers and their needs, i.e. what
they require; what they expect; and what would exceed their expectations.
This can be generated with the help of brainstorming, mind mapping or a
combination of both.
External
CUSTOMERS
Internal
Must
Receive
product order
Receive
correct
information
LEVEL OF CUSTOMERS' NEEDS
Expectation
Easy to order
Added value
Helpful service
Easy to deal
with the
process
To be treated
like a valuable
customer
Above
expectation
24-hour
delivery
Free
shipping
Full
cooperation
Figure 1
Customers' contingency table