tqm - customer perception - final year ece - sri sairam institute of technology - dr.k.baranidharan

7/27/2019 TQM - CUSTOMER PERCEPTION - FINAL YEAR ECE - SRI SAIRAM INSTITUTE OF TECHNOLOGY - DR.K.BARANIDHARAN

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Dr.K.Baranidharan

Present by


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TOTAL

QUALITY

MANAGEMENTQM

217 August 2013


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CUSTOMER

PERCEPTION

Presented by

Dr.K.Baranidharan


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CUSTOMER PERCEPTION OF

QUALITY

AMERICAN SOCIETY FOR QUALITY (ASQ)SURVEY SHOWS THAT IMPORTANTFACTORS THAT INFLUENCE PURCHASINGARE

1. PERFORMANCE

2. FEATURES

3. SERVICE

4. WARRANTY

5. PRICE

6. REPUTATION

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PERFORMANCE

Fitness for use

It indicates that the product and services isready for the customers use at the time of

sale.

Other consideration: Availability: it is the probability that a product

will operate when needed

Reliability: it is freedom from failure over time Maintainability: it is the case of keeping the

product operable

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FEATURES

Features are the secondary

characteristics of the product orservice

Example: cell phone, TV

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SERVICE

Customer service is an intangible in

nature. Intangible characteristics are those

trains that are not quantifiable, but it

contributes greatly to customersatisfaction.

The customer at the right time, even

though the customers are not

complaining about their service

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WARRANTY

Company or organization to give public

promise of the quality product. It represents a public commitment to

guarantee a level of service sufficient to

satisfy the customer. A warranty forces the organization to focus

on the customers

The warranty attracts and builds the market. It encourages customers to buy a service by

reducing the risk of the purchase decisions

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PRICE

Nowadays customer is willing to pay

a higher price to obtain value.

Also customers expect high quality

products at the lower price. The organization should identify,

verify and update each customers

perception of value in relation toeach product and service regularly.

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REPUTATION

The customers are willing to buy

products or service from a known,

trusted and reputed organization.

The total customer satisfaction is basedon, not only with the product the entire

experience with the organization.

The reputation of a firm brings themarket to them. So organization should

strive for customers for life.11

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Factors influencing customer

perception of qualityBEFORE PURCHASES AT POINT OF PURCHASE AFTER PURCHASE

Companys brand name

and image

Performance specifications Ease of installation and

use

Previous experience Comments of sales people Handling of repairs,

claims, warranty

Opinions of friends Warranty provision Spare parts availability

Store reputation Service and repair policies Service effectiveness

Published test results Support programs Reliability

Advertised price for

performance

Quoted price for

performance

Comparative performance

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Dr.K.BaranidharanTHANK YOU

tqm - customer perception - final year ece - sri sairam institute of technology - dr.k.baranidharan

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