Can Quality Cost Dimension Customer Satisfaction?
Copyright: 1989, ASQC Author: Bolton, Caroline; Winchell, William O. Organization: General Motors Corporation, Lansing, MI; Alfred University, Alfred, NY Subject: Cost of quality (COQ); Series: Annual Quality Congress, Toronto, Ontario, Canada, Vol. 43, No. 0, May 1989, pp. 312-316 Abstract: Customer satisfaction is seen by more and more companies as the life blood of their survival. For more successful companies, keeping track of the perceptions of customers is done on a frequent basis. Few of us can say that we have not received at least one questionnaire on a product or service in the last year. The questions relate to key parameters which not only gage the prospects that we will remain customers in the future, but also assess what we perceive as unsatisfactory. This information is used to fine-tune future products and services. Many successful companies also do quality cost reports. But these quality cost reports do not routinely account for customer satisfaction deficiencies. This
