Knowing what customers expect and need enables organizations to assess opportunities for quality initiatives, design improvements that support quality goals and implement programs that provide what customers value. By staying in tune with the customer, they nurture continuous product development and a positive service attitude. By being in touch with market demand, they react quickly to changing customer needs. Their ultimate target is to deliver quality, products and services, when and where the customer wants them, and at the right price. The result is competitive advantage in the marketplace.
Emphasis is placed on customers needs and expectations.
Leadership should focus on what needs to be done to improve the overall quality process. Product and Service Design Product and service design is based upon information about the customer. There is tremendous influence over the ability of an organization to provide customer value. Product and service design entails streamlining design processes, integrating engineering systems, forming cross functional design teams and integrating quality design techniques into the design process. From the beginning, design and production of quality products and services are the primary goal.