To read this content please select one of the options below:

Exploring the customer feedback process

Anders P. Fundin (Anders P. Fundin is at the Department of Total Quality Management, Chalmers University of Technology, Vasa Hus 2, SE‐412 96 Gothenburg, Sweden. E‐mail: anders.fundin@mot.chalmers.se)
Bo L.S. Bergman (Bo L.S. Bergman is at the Department of Total Quality Management, Chalmers University of Technology, Vasa Hus 2, plan 3, SE‐412 96 Gothenburg, Sweden. E‐mail: Bo.Bergman@mot.chalmers.se)

Measuring Business Excellence

ISSN: 1368-3047

Article publication date: 1 June 2003

6313

Abstract

In today’s increasingly competitive market, it is important both to delight and to avoid disappointing the customers. Thus, it is of value to have a systematic process for obtaining feedback from the customers, not only as a basis for corrective action relating to current products, but also as vital input to the new product development process. How can we meet our present and future customers’ expectations, if we do not have a feedback process that handles available information? This study investigates how this feedback process functions, and it seeks potential improvement. Three organizations are studied, and data are collected through interviews and personal observation. The case studies are conducted as a collaborative project with three Swedish manufacturing companies and the Department of Total Quality Management at Chalmers University of Technology.

Keywords

Citation

Fundin, A.P. and Bergman, B.L.S. (2003), "Exploring the customer feedback process", Measuring Business Excellence, Vol. 7 No. 2, pp. 55-65. https://doi.org/10.1108/13683040310477995

Publisher

:

MCB UP Ltd

Copyright © 2003, MCB UP Limited

Related articles