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Unit 5: Customer Satisfaction
Notes
Figure 1: The Customer/Supplier Relationship is Central to the Model
Customers
Process Teamwork
Improvement First Model
Process Improvement
Data Based Complexity
Standards
Reduce
Customer/Supplier
Relationship
Leadership Teamwork
Statistical
Methods
Revised Model
HP’s 10-step Planning Process
The key to achieving TQC from the customer’s point of view at HP is a 10-step business
planning process pioneered by planning expert Scott Feamster. This process requires the
division to understand and analyse each of the following:
1. Purpose
2. Objectives
3. Customers and distribution channels
4. Competition
5. Necessary products and services
6. Plans for necessary products and services (research, manufacturing, financial, and
marketing plans)
7. Financial analysis
8. Potential problem analysis
9. Recommendations
10. Next year’s tactical plan
The 10-step business planning process, then, is a systematic way of:
Understanding the business you’re proposing to be in;
Understanding your customers’ needs;
Contd...
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