Quiz 5: The Voice of the Customer


Customers: Customers are the receivers of goods or services. Customers are involved in an economic operation in which something of value has changed hands. Internal customers: When the product or services are received inside the same organization, it is termed as internal customers. External customers: External customers are defined as the vital people whom the company is taking necessary steps to satisfy with their efforts. If external customers are satisfied, it will help the company to achieve its objective. Difference between internal and external customers: The external consumers are the ones who makes the eventual decision maker as to whether the business will survive or not. The internal customer is essential to the value of the completed product. From a company's perception, the internal consumer is carried overhead, as the end user is the income source. Hence, the internal customers and external customers of the business organization are described.

Draft a survey for the students of marketing class with the help of different objectives including encouragement, extrovert and clarity, as follows: 1. With reference to clarity: • I clearly understood the need of the assignments towards the course objectives. • I believe the evaluation perfectly portrayed the course content. • I clearly understood my role in this course and the time I spent in class helped my understanding of difficult course content. • The examples and illustrations provided facilitated my understanding. 2. With reference to encouragement and being extrovert: • There was a sense of comfort in participating in class activities. • The delivery of course was at a pace which I could follow. • I could feel a high degree of participation in our class activities. • I had better interaction with my instructor. Above questions are considered valid because they can help to measure the effectiveness of course delivery for a particular semester.

The reactive customer-driven quality (RCDQ) model is shown in Figure 1. img Figure 1 From Figure 1, the model shows that when quality is more reactive, rather than planned, client expectations increase at a faster rate than seller performance. At the point where these trends cross, client dissatisfaction increases. The reactive customer-driven quality (RCDQ) model succeeds graphically and conceptually the primary pitfalls and dangers of RCDQ. Manufacturers and service organizations attempt to meet customer expectations are pursuing to moving target. The organization that takes required precautions of long-range planning will result in superior chances of prospering. As the supplier's competitor's objective is to develop quality and competition increment, customers demand superior levels of quality and service. The differentiation between world-class and ordinary suppliers lies in whether suppliers stay in front of the target or fall behind the target. Hence, the RCDQ model is described.