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Lean Six Sigma Service Excellence by Gerald Taylor

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3 THE VOICE OF THE CUSTOMER

THE VOICE OFTHE CUSTOMER

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What you need are customers that are more than happy. You need customers that boast about your product. That repeat customer! There’s the gravy. Your fixed costs are all paid…1

—W. Edwards Deming

According to the General Electric Corporation, “Customers are the center of GE’s universe: they define quality. They expect performance, reliability, competitive prices, on-time delivery, service, clear and correct transaction processing and more.…Delighting our customers is a necessity, ...

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