Professional Documents
Culture Documents
Customer Focus
Customer Focus
MEETING REQUIREMENTS
Customer requirements need to develop customer satisfaction. Organizations need to do the necessary to
satisfy customers. If the organization interprets customers requirements, it can supply them according to
their needs and the statutory regulations. Water says that organizations only stay in business by satisfying
their customers but organizations can fail to survive if they do not also satisfy other stakeholders such as
their employees, regulators and society. People will only continue to work for organizations that treat them
fairly. Regulators can close down businesses if an organization breaks the rules and if all else fails, society
can influence government and so change the law to stop organizations behaving in a way that harms the
population not only of the host country but even the earth itself.
Each actor in the supply chain is a customer who constructs an operating system that meets the goals to
achieve in the chain.
In sum, Customer Focus integrates all the actors in the logistic chain with their needs and wants. Each one
is a customer to be satisfied in all his requirements under legal, environmental and statutory regulations. An
organization survives if internal or external members find their needs.
Customer Focus
ACTIVITY
Read the text and complete the diagram according to the
corresponding information. Use the words in the box.
When you finish the activity, check your diagram according
to the answer sheet.
expectations
determine
requirements
Needs
To
By means of
Customer
Focus
Wants to
Communicate
To
Surveys
Establish
Transfer
Meet
Information
requirements
expectations
preferences
surveys
design services
location
price
needs
To know customer
priorities
standarize products
desires
unsatisfy wants
to know
by means of
life style
others
regulatory
transfer
delivery
environment
safety
Establish
statutory
of
requirements
of
quality
cost
To
health
of
information
financial laws
Meeting Requirements
To develop
customer satisfaction
of
to
Achieve goals
Customer Focus
REFERENCES
Waters, Donald. (2007). Global Logistics - New Directions in Supply Chain Management. (5th Edition).
Kogan Page Publishers.
Online version available at:
http://www.knovel.com/web/portal/browse/display?_EXT_KNOVEL_DISPLAY_
bookid=2573&VerticalID=0