Customer driven quality

In today’s total quality environment, organizations must have an intimate knowledge of who their customers are and what they perceive as quality. Customer driven quality can be stated as the following principle:
Customers define quality and employees produce it (Goetsch 214)
While this is a simplified idea, it touches upon the basic idea that the consumers’ needs and satisfaction are the organization’s number one priority upon which their survival depends. Organizations utilizing this principle continuously strive to improve upon their products and services in order to exceed expectations and keep customers loyal to them.
Measuring satisfaction is one component of maintaining positive customer relationships. Understanding and building customer loyalty pays dividends. At a minimum, companies must know which of their customers will continue to do business with them, but loyal customers positively impact an organization in many other ways and ultimately increa...