Chapter 05 - Pitfalls OF Customer Driven Quality PDF

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Quality MGMT-6087 - Quality Student Name Greeshma Madhavan

Student Number 0946595

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Module 05 – Chapter 05 Listening to the Customer Weekly Assignment Describe some of the potential Pitfalls of customer-driven quality, and can you think of any ways to avoid or lessen the impact of these potential pitfalls? In a competitive world, consumer market is constantly evolving. The text compares quality generated by customers with value driven by responsive customers. The main subject of the text, Long Term Planning, is the central aspect. A concept of reactive customer-driven value is presented in Figure 5-1 in the textbook. This model demonstrates that consumer demands grow more quickly than supplier output if value is responsive, instead of expected. Consumer frustration grows at the stage where these patterns converge. Problems emerge when consumer expectations grow at a faster pace than improving product and reliability; puts company in stressful situation and can signify the need for substantial system and service reconstruction.[ CITATION STh131 \l 1033 ]

Reference Foster, S. T. (2013). The Pitfalls of Reactive Customer- Driven Quality. In S. T. Foster, Managing Quality (p. 113). United States of America: Pearson Education Inc....