External: -One who uses the product or service -One who purchases the product or service -One who influences the sale of the product or service.
Who is the Customer contd. Internal: -Receives a product or service -Exchanges a product or service -Provides a product or service Inputs from External Customers Outputs To External Customers Internal Customer Customer/Supplier Chain
Lead by example Listen to the front-line people Strive for continuous process improvement
Works Cited Customer Satisfaction (n.d.). The Gelfond Group. Retrieved from http://www.gelfondgroup.com/linkage.cfm Besterfield, Dale, H ., Besterfield-Michna, Carol, Besterfield, H. Glen, Bestergield- Sacre , Mary,.(2003) Customer Satisfaction. Helba Stephen. Yarnell Debbie. (Eds), Total Quality Management (pgs. 55-80) Location: Upper Saddle River, New Jersey