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As Motorola’s chairman of the board, Bob Galvin, puts it, “If you take care of the customer better than your competition, the business will take care of itself.” This goal can be defined as meeting or exceeding every requirement of every customer.
A Defect-Free Performance Leads to Total Customer Satisfaction
In order to achieve total customer satisfaction, companies strive for defect-free performances. An ideal, defect-free performance contains no flaw in either the product or the service provided throughout the lifetime of the product. However, since an ideal performance can never actually be reached in the real world, a method of measuring quality of performance must be established...
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