1、 附 录 Customer Satisfaction- One kind of brand-new quality view by xi chang yang Since long ago, the people all merely treat as the quality question a technical question, speaks of the improvement quality on merely to consider from the technical angle.Along with knowledge economy development and prod
2、uctive forces unceasing enhancement, the people already developed to the product demand from the sole technical nature to the technical efficiency and expand to the spiritual domain, moreover satisfies the proportion which the spiritual demand the product or the product characteristic occupies great
3、ly to surpass satisfies the proportion which the physiological demand occupies. At the same time, is day by day rich along with the material life, more and more from organizes the quality center of gravity and the determination power a side to shift to the customer hand in, the customer satisfied al
4、ready becomes the appraisal product quality quality the only standard.This caused the quality idea to have the very big change-from examination quality view to tallying quality view, finally formed has satisfied take the customer as the core brand-new quality idea. Customer Satisfaction Who is a cus
5、tomer? The customer is the receive product organization or individual. Based on ISO9000: 2,000 standards concerned customers define explanation that, The customer may be organizes the interior is the internal customer, also may be exterior the organization namely the external customer. As for the or
6、ganization interior, the next working procedure is on a working procedure customer. Therefore, a organization to the customer the understanding should be generalized, cannot merely understand for organizes the product the customer. At the same time, supplies the chain based on the product, the custo
7、mer may divide into the middle customer and the final customer, the realistic customer and the potential customer, to customer thin, classification and research, is advantageous carries on the different way to us in view of the different customer demand stimulating with the guidance, thus makes the
8、customer to be pleased, achieves organizations goal. Customer satisfaction is the customer to its request already the degree feeling which satisfied,is the people in has accepted the product or the service including its carried the information after stimulating, makes one kind of firmly psychologica
9、l condition, is the people to the product one kind of subjective comprehensive appraisal.This meant that, whether the customer does satisfy is decided by its receive product and the information the way and the degree which stimulate to it, when this kind stimulates has satisfied customers request (i
10、ncluding clear instructions or latent demand), can to the customer form is stimulating, thus causes the customer satisfiedly, moreover this kind stimulates the regulation goes past the deep customer to be more satisfied, otherwise, can form to the customer negative stimulates, can make the customer
11、not to be pleased, moreover the regulation which stimulates to the customer goes past the depth, the customer is more unsatisfied, can cause the customer to complain, even the customer sues. Likes us to purchase clothes, clothes use value self-evident (winter clothing maintaining warmth, summer clot
12、hing penetrability and cool and so on), if only this but the oneself, the customer responded can be very light, but, if to the clothing assembly by the natural novel design, dresses up Lis color, causes us to obtain the accident pleasantly surprised, then can make us to feel one kind of unexpected h
13、arvest, we will be satisfied. Customer satisfactory quality view Customer satisfaction took one idea, more and more accepts for the multitudinous different type organization. We may understand from following several aspects that, 1,the customer satisfies not only is the organization the starting poi
14、nt also falls the foot spot. The Chinese economy comprehensively entered is too much economical the time.Statistics have indicated, the consumer wants to choose the refrigerator from 290 kind of refrigerators, chooses the beer from 455 kind of beer, chooses the cosmetics from 478 kind of cosmetics,
15、chooses the shirt from 575 kind of shirts. The price, the quality, the design all day after day hasten with. The buyer market buyer can make the decision. The customer decided wants any, when wants, how wants, to leave how many prices, the customer truly becomes the basic condition organizes depends
16、 on, the customer to satisfy the basic power which into the human society develops. Any organization when provides the product or the service, its goal lies in the product or the service which causes it to provide obtains customers approval, and lets it be glad accepts. This requests the organizatio
17、n to understand the customer needs any type the product and the service, has any type to the product and the service the request- The fine product, the customer does not need, also cannot obtain customers approval. Therefore, the organization only had has grasped this starting point, could provide s
18、atisfaction for the customer the product or the service. At the same time, the customer satisfies the degree had decided the organization makes money the degree, had decided the organization develops mentality, according to conventional algorithm, an enterprise if preserves 5% stable customer, that
19、this enterprises profit at least can increase 25%. Therefore, the organization falls foot also to be supposed to lie in causes the customer satisfiedly, only had grasps the customer to be satisfied this driving force, the organization can obtain the considerable development. 2, Customer Satisfaction
20、 is the market economy development necessity. The customer satisfies quality view is the market economy development inevitable result. Along with the social productive forces development, the society has brought the extremely rich material resources for the people, thus let the market realize from t
21、he seller market to the buyer market transformation, caused the buyer is the customer control the market development direction. Is passing we often by mine product is qualified, customer do not use when performs to shift responsibility onto others. Now not good, you think own product qualified, but
22、cannot meet my needs, which you on saved in yours warehouse are being good! Who had considered my demand, whose product I do purchase. At the same time, the knowledge economy development enable the organization to have the ability to have the condition not only to satisfy customers physiological nee
23、ds, also can meet customers psychological needs, causes the product to be more richly colorful, causes the service even more to look after with great solicitude. 3,Customer satisfaction is the inevitable result which the humanist idea popularizes. The customer satisfies quality view is by the artifi
24、cial starting point and the center, is revolving the reassignment organization and customers enthusiasm, the activity, causes the organization unceasingly to satisfy the customer to request, thus realizes the customer to be satisfied, unceasingly realizes the humanity to the happy pursue, improves h
25、umanitys quality of life. At the same time, satisfies take the customer as the idea from organizes the quality specification and the determination power a side to change to a customer side, had reflected persons status unceasingly is enhancing. Grasps humanist this the new melody, persisted accordin
26、g to customers objective request, wants, for suffices to the foot； Does not want, does not give. Thus and mutually seeps the Chinese Communist Party in the organization and customers interaction with to build humanitys matter and the spiritual civilization life. 4, Customer satisfaction is organizes
27、 the eternal pursue the goal. Customer satisfaction is human societys one kind of basic desire, will be the humanity forever the without limits self- pursue. Therefore, meets customers need and the desire also is organizes the eternal pursue the goal. Enters for the 21st century, the more and more m
28、any organization attention the customer is satisfied strategic sense. Is the various countries expert, the entrepreneur, how the administrative personnels all exploring causes own organization to seize the 21st century quality as soon as possible the commanding point, many large-scale organization a
29、re formulating the 21st century quality strategies, and the customer will be satisfied took the quality strategy the core, took it will support other contents the outline. Satisfies customers request and expected will substitute for the pursue quality to be qualified or the service reaches the sign
30、to become the highest goal which the enterprise pursues. Grasps the tendency to be able to grasp successfully, thus will grasp the future. In this competition extremely intense time, only has grasps this kind of tendency and the direction, correctly establishes the oneself developmental strategy goa
31、l, can in the competition neutrality to the invincible position. How stimulates the customer to be satisfied? Above said, customer satisfaction was the customer has accepted one kind of psychological condition which the product or the service and its the information stimulated produces, was a psychology concept. Then, how we do stimulate customers this kind of satisfactory mood? We do well, the customer will satisfy to? Which first should we pay attention affect customer satisfaction and not the satisfactory factor have:
