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What are the best ways to ensure your products meet customer expectations?

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As a plant operator, you know how important it is to deliver high-quality products that meet your customers' expectations and requirements. But how do you ensure that your products are consistent, reliable, and compliant with the standards and specifications that apply to your industry and market? In this article, we will explore some of the best ways to ensure your products meet customer expectations, from planning and design to testing and feedback.

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Kelly Robinson, PhD.

Leadership and Organizational Development Consultant; Adjunct Professor of Business
Anna Petrovskaya

QA Director at Flex Databases
Paramasivam M

SME in Welding & Stainless Steel Fabrication | 19+ Years Leading Operational Excellence | Expert in Plant Operations…

1 Plan and design your products with customer needs in mind

The first step to ensure your products meet customer expectations is to plan and design them with a clear understanding of what your customers want and need from your products. This means conducting market research, analyzing customer feedback, identifying customer segments and personas, and defining your value proposition and unique selling points. You should also consider the technical, regulatory, environmental, and ethical aspects of your products, and how they affect your customers' satisfaction and loyalty.

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Anna Petrovskaya

QA Director at Flex Databases
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It's important to understand how your product will improve the Client's process. Will the product streamline any Client's workflow, help to save resources or improve the quality? If the answer is 'yes', you are on the right way.

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Paramasivam M

SME in Welding & Stainless Steel Fabrication | 19+ Years Leading Operational Excellence | Expert in Plant Operations, PPC, QM, Lean Six Sigma GB | Biopharma, F&B, Chemical, Pressure Vessels, Cryogenic Vessels
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To ensure products meet customer expectations, prioritize understanding customer needs through surveys, feedback, and market research. Implement robust quality control measures throughout production. Regularly solicit and incorporate customer feedback for continuous improvement. Provide clear communication and transparent policies regarding product features, warranties, and returns. Finally, train and empower staff to deliver exceptional customer service

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Brian Lipczynski Martins

Coordenador de Gest?o da Qualidade | Gest?o de Logística | Gest?o da Qualidade | Lean Manufacturing | Supply Chain | Lean Six Sigma Green Belt | Gest?o de Produ??o | Gest?o Operacional | Gest?o de Atendimento ao Cliente
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Entender a necessidade de cada cliente é fundamental para que o produto surpreenda o cliente. Muitas vezes o cliente n?o sabe o que quer, porque n?o sabe o que pedir e como pedir. Fazer um diagnóstico, roadmaps, e principalmente o objetivo final do produto/servi?o pretendido, ajuda a ser assertivo.

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2 Implement quality control and assurance systems and processes

The second step to ensure your products meet customer expectations is to implement quality control and assurance systems and processes throughout your plant operations. Quality control and assurance are the methods and activities that ensure your products conform to the specifications and standards that you have established and agreed with your customers. Quality control and assurance include setting quality objectives and criteria, documenting quality policies and procedures, training and empowering your staff, monitoring and measuring your performance, conducting audits and inspections, and taking corrective and preventive actions.

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Andrea Guadalupe Schneider

Gerente de Calidad - Jefe de calidad - Gerente de Mejora Continua
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Siempre digo que la calidad se fabrica, no se controla; cuando se logra cambiar el mindset desde la frase histórica "la calidad la hacemos entre todos" a entender que la base de un producto de calidad son procesos controlados y estandarizados, el salto es superlativo; cuesta, pero vale!

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3 Use appropriate tools and techniques for quality improvement

The third step to ensure your products meet customer expectations is to use appropriate tools and techniques for quality improvement. Quality improvement is the process of finding and eliminating the causes of defects, errors, and waste in your products and processes, and enhancing the efficiency, effectiveness, and value of your products and services. Quality improvement tools and techniques include statistical process control, root cause analysis, problem-solving methods, lean manufacturing, six sigma, kaizen, and benchmarking.

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4 Test your products before, during, and after production

The fourth step to ensure your products meet customer expectations is to test your products before, during, and after production. Testing your products is essential to verify that they meet the requirements and expectations of your customers, as well as the applicable standards and regulations. Testing your products can involve various methods, such as sampling, inspection, measurement, analysis, simulation, verification, validation, and certification. Testing your products can help you identify and correct any defects, deviations, or non-conformities, and prevent any potential failures or complaints.

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5 Communicate with your customers and stakeholders

The fifth step to ensure your products meet customer expectations is to communicate with your customers and stakeholders. Communication is vital to establish and maintain trust, transparency, and collaboration with your customers and stakeholders, such as suppliers, distributors, regulators, and auditors. Communication can involve various channels, such as meetings, reports, newsletters, surveys, reviews, feedback forms, and social media. Communication can help you inform your customers and stakeholders about your products and processes, solicit their opinions and suggestions, address their concerns and issues, and resolve any disputes or conflicts.

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6 Seek and act on customer feedback

The sixth and final step to ensure your products meet customer expectations is to seek and act on customer feedback. Customer feedback is the information and opinions that your customers provide about your products and services, either directly or indirectly, through various sources, such as surveys, reviews, ratings, testimonials, complaints, referrals, and loyalty programs. Customer feedback can help you measure and improve your customer satisfaction, loyalty, and retention, as well as identify and anticipate your customers' needs and expectations, and create new opportunities for innovation and growth.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Kelly Robinson, PhD.

Leadership and Organizational Development Consultant; Adjunct Professor of Business
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All the other ideas are great concepts that work to provide the best product to the customer at the best price. However, to be effective in all those tasks, an organization must have the right culture based in psychological safety. Does management create the right culture where employees feel confident that they can raise concerns or provide improvement ideas without the fear of being ridiculed or ignored. How are they treated if they make a mistake? Does the organization just punish the worker or do they seek to learn from the error so that it isn't repeated. This type of culture greatly enhances an employee's engagement with the work.

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What are the best ways to ensure your products meet customer expectations?

1

2

3

4

5

6

7

1 Plan and design your products with customer needs in mind

2 Implement quality control and assurance systems and processes

3 Use appropriate tools and techniques for quality improvement

4 Test your products before, during, and after production

5 Communicate with your customers and stakeholders

6 Seek and act on customer feedback

7 Here’s what else to consider

Plant Operations

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What are the best ways to ensure your products meet customer expectations?

1

2

3

4

5

6

7

1 Plan and design your products with customer needs in mind

2 Implement quality control and assurance systems and processes

3 Use appropriate tools and techniques for quality improvement

4 Test your products before, during, and after production

5 Communicate with your customers and stakeholders

6 Seek and act on customer feedback

7 Here’s what else to consider

Plant Operations

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