Reactive Customer Driven Quality Notes: Definitions & Explanations PDF | Download eBooks
Study Reactive Customer Driven Quality lecture notes PDF with total quality management definitions and explanation to study “What is Reactive Customer Driven Quality?”. Study reactive customer driven quality explanation with TQM terms to review total quality management course for online MBA programs.
Reactive Customer Driven Quality Definition:
Reactive customer-driven quality is a state that is characterized by a supplier "reacting" to the quality expectations of a customer rather than proactively anticipating customer needs and expectations.
Managing Quality: Integrating the Supply Chain by S. Thomas Foster
Reactive Customer Driven Quality Notes:
Although it is important to understand customers' expectations and demands, but sometimes the feedback from customers is interpreted incorrectly. Due to this, the organization must react promptly to the customers' demands in order to satisfy them. Moreover, the customers' demands are constantly changing. This change in demand places an organization in a reactive mode. The model of reactive customer-driven quality shows that while an organization's performance increases with time, customers' expectations also increase with it. Everything goes well when the organization is capable of reacting to the increasing expectations until the point where the customers' demands increase rapidly as compared to the performance. The organizations which succeed in fulfilling the changing needs target somehow can have satisfied customers while the others fall farther behind over time.
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