Customer Identification Flashcards
What is a customer and what are the types of customers?
A customer is a person or an organization that places an order and receives a product or service - an output.
Internal and external
What in an internal customer?
An internal customer is an employee or department within an organization that depends on another member or department to provide an output.
Footnote:
An internal customer is the next person or group in a work process that happens within an organization.
What is an external customer?
The external customer is the end user or consumer who ordered paid for a product or service.
This is the most common external customer.
What is an intermediate customer?
An intermediate customer is an external customer that receives output from one source and provides output to a different source.
Footnote:
Ex: wholesale buyers, distributors and dealers, retail chain buyers, service providers, such as financial planners, consultants, and doctors.
What are the internal and external customer impact on organizations?
Both internal and external customers have a direct influence on products and services and the processes associated with them.
What is customer feedback used for?
Many organizations solicit customer feedback through formal surveys or invitations to share feedback.
Organizations can also collect a valuable customer feedback in any informal way by having internal staff members who regularly interact with customers, relaying unsolicited customer comments, and suggestions that arise in casual conversation.
Footnote:
Feedback is analyzed and presented to decision makers so that they can incorporate it into the decision-making process when developing strategies and operation plans.
What is partnering strategy and how is it used?
Is a good relationship with customers that can lead to better quality and may include establishing internal customer requirements, aligning internal/external customer requirements and, maintaining documents, tracking reporting performance or setting improvement, goals, and measurements.
Footnote:
At the most basic level, documenting those requirements and validating them with the accounting department ensures that staff members receive the reports, they need to do their jobs and ensures that the organization complies with legal rules and regulations.
What is customer satisfaction and how does it benefit an organization?
Customer satisfaction is meeting or exceeding customer expectations and a satisfied customer is the key to an organization’s financial survival.
Satisfied customers often offer the following benefits: lifetime value, increased purchases, referrals, and premium purchases.
What approach would be most helpful in maintaining and improving a good relationship with a supplier?
Use the plan due check act cycle to address challenges and issues
Footnote:
The PDCA approach is an excellent way for an organization to maintain and improve relationships with suppliers.
This approach provides a methodical way for organizations to collaborate with suppliers to develop solutions to problems, implement them and obtain resulting feedback and make a needed adjustments.
What action is a good first step in integrating a proactive supply chain?
Identify the route probable cause of a system non-conformance
Footnote:
Identifying the root probable cause of a system nonconformance is a good first step and integrating a truly proactive supply chain.
Doing this will properly identify the causes of a non-comformance metric or action that the supplier and customer can agree on collaboratively.
What action is a good first step in integrating a proactive supply chain?
Identify the route probable cause of a system non-conformance
Footnote:
Identifying the root probable cause of a system nonconformance is a good first step and integrating a truly proactive supply chain.
Doing this will properly identify the causes of a non-comformance metric or action that the supplier and customer can agree on collaboratively.
What action will be an effective tool to measure supplier performance?
Process capability data
Footnote:
Process capability data can be used to measure supplier performance because they can indicate whether the product or services meeting the customer specifications.
Quality organizations build a relationship with their suppliers based on _____?
Partnerships
Footnote:
Partnering and aligning processes of customer and supplier is beneficial to all stakeholders.
