Have you ever thought what your role and influence is within the organization you work for when it comes to achieving customer satisfaction?
No matter the position we hold, everything we do revolves around quality.
In many cases there are two or more activities or processes required to complete a product or service. The other two or more activities or processes are sometimes performed by colleagues who are regarded as your ‘internal customers’.
Hence satisfying your internal customer will impact positively on achieving end customer satisfaction.
In this demanding business environment, the market place is competitive and satisfying our customer is key.
After all, ‘quality is everyone’s business and by embracing the ‘internal customer’ concept, business will thrive. I was inspired to share this with you after reading an article by Ian Linton, a professional writer in marketing and technology.
According to Mr Linton, these are the key elements to ‘be in business, stay in business and make a profit’:
Quality must be managed and maintained for a business to consistently meet customers’ requirements. The cost of non-conforming items within a business that are either rejected, reworked or even recalled does not do justice to any company financially and reputation wise.
Having an International Standards Organization Quality Management System is a good tool to help maintain good quality and to satisfy customers.
However, it is a lot more than being accredited by a recognized body, it is the attitude of the people within the organization that will determine whether or not the system will work. (think ‘internal customers)
Working within an International Standards Organization (ISO) environment is vital as customers are becoming more demanding in terms of requirements whether it is within a safety, environmental or manufacturing environment. Accreditation to an international standard will boost customer confidence and help maintain longer relationships with existing customers and open doors to new clients.
One can only achieve this by supplying quality products on a continuous basis; with much emphasize on the ‘italicized words’ as a company cannot afford to re-build its relationship with a customer in an environment where the market place is so competitive.
Managing the cost within a business is equally as important; as mentioned before, everything that we do within our organization revolves around quality. Poor quality increases production costs affecting throughput, delivery times, profitability and customer perception.
Whatever you do within your organization ‘Think Customer Satisfaction’
It is always good to have your company rated by sending out ‘Customer Satisfaction Questionnaires’ to your existing client base. This will help you hone in on your weaknesses and act on them.
Focusing on quality can help a business maintain a satisfied customer base. In turn, this means the business will continue to make a profit. When focusing on quality, it must be a team effort and effective communication.
Regardless of what our responsibilities are within the company, the ultimate goal is to satisfy our customers. Here again, good workmanship from one internal customer to the next will help achieve this.
Yes, production/throughput is of vital importance in meeting customer deadlines, just as important is the quality of the product we end up supplying.
References: Author: Ian Linton, “Why is Quality Important for a Business “