Establish your customer needs and expectations - not doing this will certainly lead to unsatisfied customers.
Design products and services with features that reflect customer needs and expectations
using effective demand creation processes
Build products and services so as to faithfully reproduce the design which meets the customer's needs and expectations
by using effective fulfilment processes
Verify before delivery that your products and services possess the features required to meet the customer's needs and expectations
Prevent supplying products and services that possess features that dissatisfy customers
by installing risk management provision in your business processes.
Discover and eliminate undesirable features in products and services even if they possess the requisite features
by rigorous product and process design reviews
Find less expensive solutions to customer needs because products and services which satisfy these needs may be too expensive.
Make your operations more efficient and effective so as to reduce costs
by rigorous process reviews.
Discover what will delight your customer and provide it. (Regardless of satisfying customer needs your competitor may have provided products with features that give greater satisfaction!)
Establish and maintain a management system that enables you to achieve these goals reliably, repeatedly and economically.
