Organisational Plans to meet customer needs

Organisational Plans to Meet Customer Requirements


1. 1 Identifying and Meeting Customer Requirements.


Planning to ensure quality to meet customer requirements is about the way organisations

produce goods and services. Everything we wear, eat, sit on, use, or read comes to us

courtesy of an organisation with the intention that the product/service meets customer expectations. As Peter Drucker said [meeting customer needs, preface]:

There will always, one can assume, be a need for some selling. But the aim of marketing is to make selling superfluous. The aim of marketing is to know and understand the customer so well that the product or service fits him and sells itself. Ideally, marketing should result in a customer who is ready to buy. All that should be needed then is to make a product or service available…

Since then, marketing has repeatedly come back to the idea of the customer as the key to the marketer’s success. Businesses and management ne...