Customer Complaint Management “There is only one boss. The customer and he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” ―Sam Walton Feedback is the breakfast of the champions. We do things to the best of our capability & intention and leave the result to God. When a child shares his homework with a teacher, the intent is to receive
Zero Defect Sampling Plan A statistician can have his head in an oven and his feet in ice, and he will say that on the average he feels fine! Anonymous We always want the best in life and seek only the good things to happen to us. We never want any up-down in our lives but only a straight line. However, doctors say that when ECG is a straight
Acceptance Criteria (Tolerances, Deviation) It is better to live your destiny imperfectly than to live an imitation of somebody’s else life with perfection: Bhagavad Gita When an organization calls a person for an interview, both parties have their own guidelines to work before going ahead. During marriage proposal, both boy and girl have their unique criteria for saying YES. When we purchase the mobile phone online, we have our specifications
Control of Non-Conforming Products It’s amazing, how quickly people get used to bad quality: Brian Eno We do work with the best of our capability and commitment but sometimes, some error happens. Majority of them are identified and controlled before usage but there are few which passes to the end-user. If those defects are related to safety or legal requirements, it can create trouble. The seriousness of the non-conformity depends
Customer Communication The most important thing in communication is hearing which isn’t said: Peter F Drucker As per Indian mythology, saints had the power to communicate with God without speaking! In coming years, technology will help us to communicate with each other even without saying a word! But till such time, verbal/nonverbal and written communication will continue to impact our lives immensely. Effective communication ensures that the customer understands what