1. PREPARED BY,
ASHOK.M

2. Customer focus can be defined as the degree
to which a firm continuously satisfies
customer needs and expectations.

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Emphasis on customer-defined quality
Emphasis on customer service
Integration of customer information for new
product development
Partnering with customer for the product
development, R&D, technology forecasting.

4. 
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The customers are the valuable assets for any
organization.
The success of an organization depends on
the satisfied customer.
The satisfied customer tends to purchase
frequently and more.
The manufacturing and service organization
use customer satisfaction as the measure of
quality.
Identifying the customer expectation is the
key to satisfy the customer.

5. DEFINITION:
According to Deming, “Quality may be
defined as an excellent product or services
that fulfills or exceeds our expectations”.

6. An American Society for Quality (ASQ) survey
on end user perceptions of important factors
that influenced purchases showed the
following ranking:
1. Performance
2. Features
3. Service
4. Warranty
5. Price
6. Reputation