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Process level results definition
Initially, production system focus, as a whole, is on customer needs and expectations as well as value-created transformations viewed from an organization wide perspective, primarily aligned with external customers.
Customers
Regardless of customer classification we must understand our customers-their needs, demands, and expectations .Our customers may be external customers or internal customers. In either case, we know that the customer’s experience of quality is human-need-based.
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In the IQE cycle, customer experience involves
1. Observing. Sensing and perceiving.
. Assessment and interpretation. Thinking in both the logical and emotional dimensions.
. Attitudes and behaviors. Decisions and initiatives.
The IQE model helps us associate the customer with our product and production system.
Understanding our customers and making sure our suppliers understand us, as their customers, is critical. Details regarding the understanding of process customers/suppliers are presented as follows
• Develop and express process purpose.
• Identify the boundaries associated with the process. Identify process suppliers and customers.
• Get to know customers /suppliers as a group and discover and relate needs/demands/expectations.
• Harvest available data and information to describe customers and significant advantages our product offers.
The objective is to maximize customer benefits, minimize customer burdens, and reap the associated business rewards.
Outcomes
Customer outcomes are critical-we define baseline technical and business requirements to link customers’ needs and expectations to our products and business.
Once we describe our desired outcomes with respect to our customers, suppliers and our business, we explore process concepts.
Our goal is to identify all relevant process concepts that in some way help us to fulfill our process purpose and produce our desired outcomes
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