Question

How do we precisely define "expectations" in the statement "quality is consistently meeting customer expectations"? Select one: a. By having our management determine what it is that customers want O b. By measuring a specific property of the output O c. By finding out what our competitors are delivering O d. By specifying, with our customers, the specific value they desire for a measured property of the output

Answer 1

The customers have certain basic requirements from a particular product or service. These are called expectations of the customers. If they get what they are expecting , then they will be satisfied and are more likely to return for another great experience with the product or service. Therefore, quality should be taken into the frontline of business operations. This can have positive effect on business efficiency and profits.

Any process which wants to deliver high quality output to the customer has to take into consideration the exact requirements of the customer from the output and figure out as to how can that be incorporated in the process of making the output.

Then only that particular output which can be a product or service will consistently meet the expectation of the customers and will be termed as a high quality output.

Hence the correct option is D