Customer focus in quality management pdf

At quest diagnostics nichols institute the framework for a customer focused quality management system includes philosophy, management policies, procedures and tools. Total quality management and its impact on the level of customer. This is commonly embraced in areas such as marketing, customer service and. The importance of customer focus for organizational. This is one reason that uber is growing and growing.

Customer focus is the principle that a business be planned, operated and measured in terms of the customer. The quality of uber is assured by this quality management and this is resulting in better customer loyalty and satisfaction. This management revolution diverts from a product or servicecentered approach to a customercentric style. The role of quality management in a customerfocused. Pdf the concept customer focus means meeting the needs and. Enhancing customer satisfaction through customer focus initiatives are recognized in. Among the key principles of total quality management tqm is customer focus, thus customer requirements must be met first time every time bsi, 2000. Only when they effectively utilize the knowledge that they collect to improve production performance can they enhance customer satisfaction and their financial outcomes. Customer focus in a quality management, 1st edition clsi. The primary focus of quality management is to meet customer requirements and to strive to exceed customer expectations. Customer focus is just one aspect of top quality management and refers to paying keen attention to improving customer satisfaction which is. Quality customer service is imperative in laboratory medicine. The impacts of team management on customer focus poms.

Companies are reliant on their customers for their existence and wellbeing and should therefore recognise all existing and potential customer needs, meet customer requirements and strive to surpass customer expectations by following total quality management processes across the organisation. Recently, the work of fotopoulos and psomas 2009 points out that achieving quality management is not only through leadership, employee management and involvement, customer focus, continuous improvement among other factors. This is commonly embraced in areas such as marketing, customer service and product development. The practice of customer focus has been implemented by various organizations under the umbrella of total quality management. Total quality management ensures that employees understand their target customers well before making any changes in the processes and systems to deliver superior quality products for better customer satisfaction. Managers from all disciplines meet daily to discuss all issues. Total quality management and its impact on the level of. The iso 9001 quality management system qms redefines quality by changing focus from merely adhering to product specifications and requirements to meeting customers expectations and satisfaction. Uber and ubereats is a quality management which helps their customers by giving a service. The development of quality management toward customer value.

Customer focus statement the primary focus of quality management is to meet customer requirements and to strive to exceed customer expectations. For the more ambitious organization, the revised standards offer a framework for going even beyond customer focus. Customer focus aspects in top quality management management. The eight quality management principles which form the base for setting a policy regarding quality are1. Rationale sustained success is achieved when an organization attracts and retains the confidence of customers and other interested parties.