Chapter 3-Customer Focus Assignment 1 Giovanni L. Roa Score

Chapter 3- CUSTOMER FOCUS
Assignment 1
Giovanni L. Roa
Score:
Questions and Answers
Try to answer the following questions to give you a better
understanding of the lessons discussed in this chapter.
1. Enumerate and discuss the 8 quality dimensions of Good and
Services?
Dimension 1: Performance
Performance is often a source of contention between customers and
suppliers, particularly when deliverables are not adequately defined
within specifications.
The performance of a product often influences profitability or
reputation of the end-user. As such, many contracts or specifications
include damages related to inadequate performance.

Dimension 2: Features
This dimension may seem obvious, performance specifications
rarely define the features required in a product. Thus, it’s important that
suppliers designing product or services from performance specifications
are familiar with its intended uses, and maintain close relationships with
the end-users.
Dimension 3: Reliability
Reliability may be closely related to performance. For instance, a
product specification may define parameters for up-time, or acceptable
failure rates.Reliability is a major contributor to brand or company image,
and is considered a fundamental dimension of quality by most end-users.
Dimension 4: Conformance
Does the product or service conform to the specification? If it’s
developed based on a performance specification, does it perform as
specified? If it’s developed based on a design specification, does it
possess all of the features defined?

Dimension 5: Durability
Durability is closely related to warranty. Requirements for product
durability are often included within procurement contracts and
specifications.
For instance, fighter aircraft procured to operate from aircraft
carriers include design criteria intended to improve their durability in the
demanding naval environment.
Dimension 6: Serviceability
Is the product relatively easy to maintain and repair? As end users
become more focused on Total Cost of Ownership than simple
procurement costs, serviceability (as well as reliability) is becoming an
increasingly important dimension of quality and criteria for product
selection.
Dimension 7: Aesthetics
The way a product looks is important to end-users. The aesthetic
properties of a product contribute to a company’s or brand’s identity.
Faults or defects in a product that diminish its aesthetic properties, even
those that do not reduce or alter other dimensions of quality, are often
cause for rejections.

Dimension 8: Perception
Perception is reality. The product or service may possess adequate
or even superior dimensions of quality, but still fall victim to negative
customer or public perceptions.
As an example, a high quality product may get the reputation for
being low quality based on poor service by installation or field
technicians. If the product is not installed or maintained properly, and
fails as a result, the failure is often associated with the product’s quality
rather than the quality of the service it receives.
2. Discuss the difference between Customer Engagement and Customer
Satisfaction.
Customer satisfaction vs customer engagement
Customer satisfaction and customer engagement might sound like
two sides of the same coin, but the overlap between them shouldn’t be
taken for granted.A satisfied customer might not ever become engaged.
They could be a lifelong shopper at your hardware depot but
never take part in a loyalty program, follow the brand on social media
or make a complaint. Likewise, an engaged customer might make few
purchases from a luxury department store, but spend hours chatting on a
brand-owned forum or interacting with the company’s aspirational
posts on Instagram.
So customer engagement isn’t the same as customer satisfaction.
But customer satisfaction can be an outcome of customer engagement,
and it can be a precursor for it too.
3. On why customer satisfaction is important: What do you think is the
wisdom behind the statement?
“When customers share their story, they’re not just sharing pain
points. They’re actually teaching you how to make your product,
service, and business better. Your customer service organization should
be designed to effectively communicate those issues.”
So in my opinion, this sentences are undertansdable that the
costumer helps us to nurture and improve our business if they have a
feedback to our products whether it’s good or bad.We had to accept
and diverse to effectively engaged them. We could find some uselful

information and uses them as a learnings. We are not perfect human to
have perfect business but we are growing around the people who gives
us knowledge.

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Chapter 3- CUSTOMER FOCUS

Questions and Answers

Try to answer the following questions to give you a better

understanding of the lessons discussed in this chapter.

1. Enumerate and discuss the 8 quality dimensions of Good and

Performance is often a source of contention between customers and

suppliers, particularly when deliverables are not adequately defined

The performance of a product often influences profitability or

reputation of the end-user. As such, many contracts or specifications

include damages related to inadequate performance.

This dimension may seem obvious, performance specifications

suppliers designing product or services from performance specifications

Reliability may be closely related to performance. For instance, a

product specification may define parameters for up-time, or acceptable

failure rates.Reliability is a major contributor to brand or company image,

and is considered a fundamental dimension of quality by most end-users.

Does the product or service conform to the specification? If it’s

developed based on a performance specification, does it perform as

specified? If it’s developed based on a design specification, does it

possess all of the features defined?

Durability is closely related to warranty. Requirements for product

durability are often included within procurement contracts and

For instance, fighter aircraft procured to operate from aircraft

carriers include design criteria intended to improve their durability in the

demanding naval environment.

Is the product relatively easy to maintain and repair? As end users

become more focused on Total Cost of Ownership than simple

procurement costs, serviceability (as well as reliability) is becoming an

increasingly important dimension of quality and criteria for product

The way a product looks is important to end-users. The aesthetic

properties of a product contribute to a company’s or brand’s identity.

Faults or defects in a product that diminish its aesthetic properties, even

cause for rejections.

Perception is reality. The product or service may possess adequate

or even superior dimensions of quality, but still fall victim to negative

customer or public perceptions.

As an example, a high quality product may get the reputation for

being low quality based on poor service by installation or field

technicians. If the product is not installed or maintained properly, and

rather than the quality of the service it receives.

2. Discuss the difference between Customer Engagement and Customer

Customer satisfaction vs customer engagement

Customer satisfaction and customer engagement might sound like

They could be a lifelong shopper at your hardware depot but

purchases from a luxury department store, but spend hours chatting on a

brand-owned forum or interacting with the company’s aspirational

So customer engagement isn’t the same as customer satisfaction.

But customer satisfaction can be an outcome of customer engagement,

and it can be a precursor for it too.

3. On why customer satisfaction is important: What do you think is the

wisdom behind the statement?

points. They’re actually teaching you how to make your product,

service, and business better. Your customer service organization should

be designed to effectively communicate those issues.”

So in my opinion, this sentences are undertansdable that the

costumer helps us to nurture and improve our business if they have a

feedback to our products whether it’s good or bad.We had to accept

and diverse to effectively engaged them. We could find some uselful

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