Quality Time: Working Group Bus Committee - (PPT)

摘要

If you want to maintain your customers, you must guarantee the MUST HAVE (dissatisfying) features and eliminate the REVERSE. If you want to increase your customers' satisfaction, you must care the LINEAR features. If you want bring more customers, you must invest in the DELIGHTER features. Features can be reverse, dissatisfying, delighter or linear depending on the real situation of each operator. Use the Customer Satisfaction Survey to define your real classification of quality features: The Quality Formula is a dynamic process!