MBA
This inverted pyramid is a good way to depict the importance of customers. She is at the top of the pyramid and the CEO is at the bottom. This shows the relative importance of people at the bottom of the hierarchy. A company never makes a product for its top management people, rather it is meant for the customer. As front line employees are in direct contact with people so they are in a better position to understand a customer’s needs and problems. Every effort should be taken by the organization to seek opinion from front line employees. Even in case of empowerment it is front line employee who should be having more empowerment which will enable him to solve customer problem on the spot.
If a particular feature suits a particular customer need then that feature is going to win a customer’s heart. This diagram shows how the red area is the common juxtaposition of a company’s offerings and customer’s needs. Any product or service falling in this zone will be a surefire recipe for organization’s success. Let us take example of Maggi noodles. When it was launched in India in early eighties the taste was not accepted by the Indian taste-bud. Nestle researched properly and came with ‘Masala Tastemaker’, which was lapped up by the customer. Now after two decades Maggi can be found in almost every household in India.
Internal customers are as important as external customers. The above picture shows how important a cog is internal customer in the grand design of things. Internal customer helps change an input to a product which will be used by the external customer.
American Society for Quality Survey: Factors Influencing Customer Perception:
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