Assessment Background Many organisations regard customer feedback as solely the collection and analysis of customer complaint data. While this is an important activity, it is only a small part of what should be done to understand how our customers see us and how to improve our performance. The latest edition of ISO 9000 lays great emphasis on what is called “Customer Focus” and organisations are now required to proactively discover just how their customers see them. This will of course, commence with a far reaching and effective system of logging and investigating customer complaints and comments. Total Quality Management (TQM) takes this a stage further and considers customers both internal and external to the organisation and uses this approach in combination with the process approach to support quality and business improvement.
Assessment Tasks Give an Introduction to the report – 10 % of marks
For an organisation that you have current or previous experience of:
1. Identify their customers both internal and external. (It is expected that you identify at least 4 customers. e.g. 2 internal & 2 external) 10% of marks
2. For each of the customers you have identified in Task 1 identify the following: i) formats both formal or informal (telephone, memo etc.) in which information is gained from these customers ii) the nature of and/or reason for collecting this information iii) how this information is presently used to monitor or improve customer care and business processes iv) any ways in which this information could be more effectively used to advance customer care and improve business processes 50% of marks
3. Explain the main differences between first party, second party and third party audits and how these relate to the supplier / customer relationship. Include a diagram/s if this helps explain your answer. 30% of marks. Assignment format This could be presented in a report or table format.