The References

1. Describe the different between internal and external costumer. Internal guest was staffing that work to trade the product by one organization or firm. In the other words, internal customers can are any persons who either works for an organization and sever people that are note employed by organization. External customers on the other hand are was one who not working for organization or firm. External customers can be explained as those which requires product serve a purpose. 2. What are the components and activities associated with the complaint closure process? 3.Describe some potential pitfalls of customer-driven graphic symbol. Can you think of any ways to avoid or decrease the impact of these potential pitfalls? Customer-Driven Quality represent a proactive approach to satisfying customer necessitate that base on gathering data about customer to learn their needs and preferences and then providing products or services that satisfy customers. Figure 5-1 presents a panac hel of reactive customer-driven quality. This model shows that when quality is reactive, rather than planned, customer expectations increase at a faster rate than supplier performance.Firm quality performance in increase while customer expectation overly increasing. The firm will be in reactive mode when customer expectation increasing at a faster rate than supplier performance. At the shew where these trends cross, customer dissatisfaction increases. 4. Describe the basic idea merchant ship a focus group. Are focuses grouping an telling way of gathering data about customer preference and taste? The basic idea behind a focus group as actively solicited customer feedback. What is the basic idea behind a focus group?Are focus groups an effective way of gathering data about customer preferences and tastes? It defines a focus group as actively solicited customer feedback. They gather customers and solicit their ideas and reactions to products or concepts. They also address a dr iveion of individuals with similar characteristics. Their steps are to Identify Purpose, narrow scope of questions, select target population, develop questions, run multiple groups and Summarize and develop common themes. 5. Describe the difference actively solicited customer feedback and passively solicited customer feedback.Which type of feedback result in a lower rating of quality? Explain why. References http//wiki. answers. com/Q/Explain_the_difference_between_internal_and_external_customers http//www. google. com. my/url? sa=t&rct=j&q=describe%20some%20of%20the%20potential%20pitfalls%20of%20customer%20driven%20quality&source=web&cd=1& dog-iron=rja&ved=0CC4QFjAA&url=http%3A%2F%2Fskellogg. sdsmt. edu%2FENGM620%2FSolutions%2FSolutions_4. doc&ei=bjRTUf7rMoisrAew_oCADQ&usg=AFQjCNH_0Z_LhPY_eV6VPDa6L0hQbxgjKg&bvm=bv. 44342787,d. bmk