Customer Focus

Question 1

What is quality in the B2C context? Multiple answers:

Answer 1

Reliability
Performance
Design
Ergonomics
Economy
Technical Assistance

Question 2

What us quality in B2C according to Joseph Juran?

Answer 2

Quality is fitness for use.

Question 3

What are the two challenges regarding Conformance vs Fitness for use?

Answer 3

Develop products that customers are willing to buy as they are tailored to their needs and expectations.

Ensure that production conforms to the design specifications.

Question 4

What is quality according to A. Toffler?

Answer 4

“Quality is defined by the customer” and therefore becomes a moving target.

Question 5

What is the most important role of the company according to Taiichi Ohno?

Answer 5

..Is to detect changes in the market and be ready to act accordingly. (Regarding Total quality and JIT)

Question 6

Definition of true customer focus:

Answer 6

A deep understanding of the customers and knowing the needs and expectations before the customers themselves are aware of them.