100-Metodos-de-Qualidade-Total

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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
38 100 METHODS FOR TOTAL QUALITY MANAGEMENT Benefits It helps you to understand the association between your customers and their level of requirements. Example A customers' contingency table is shown in Figure 1. Here, must is the minimum customer requirement. Failing in this will cause dissatisfaction.
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REFERENCES Akao, Y. (1991) Hoshin K
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INDEX acceptable quality level (AQL
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100-Metodos-de-Qualidade-Total

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