9.

UNDERSTAND
THE CUSTOMER
Auringga Novindra

1102120077

Lanang Arifianto1102120199
Tuntas Wibisono 1102120204
TI-36-05

Bab ini melengkapi pengukuran yang telah

dijelaskan di bab-bab sebelumnya dengan
menjelaskan bagaimana menghubungkan
pelanggan dengan sistem pengukuran dengan
cara mengukur efektifitas dari proses dan output
dari perusahaan

INTRODUCTION

Outline
1.

Steps to Understanding
Customers Expectations

2.

What Performance Atributes Do

Customers Expect ?

Buliding Blocks For Templates

Performance Measurement Paradigm
Identifyng the Costumer
Learning the Customers Requirements

Translating Attributes Into

Specifications

Steps to Understanding
Customers Expectations

1. Performance Measurement
Paradigm
Step 1

Menentukan kebutuhan pelanggan

Step 2

Mengubah kebutuhan pelanggan menjadi spesifikasi

Step 3

Merepresentasikan pengukuran tentang efektifitas proses

Step 4

Pengukuran kepuasan pelanggan

2. Identifyng the Costumer

Terdapat internal dan external
customer
Pembeli dan pengguna
Pelanggan dengan perbedaan
pilihan dan prioritas

3. Learning the Customers

Requirements
3 pertanyaan yang dapat membantu menentukan
keinginan pelanggan
1.

Produk/ jasa seperti apa yang pelanggan inginkan?

2.

Tengkat kemampuan (performance level) apa yang dibutuhkan untuk memuaskan

keinginan pelanggan?

3.

What is relative importance of attributes?

What Performance Atributes

Do Customers Expect ?

1. Buliding Blocks For

Templates
PERFORMANCE

FEATURES

RELIABILITY

COMFORMANCE

DURABILITY

SERVICE
ABILITY

AESTHETIC

PERCEIVED
QUALITY

Template 1
(PRODUCT QUALITY)

1. Buliding Blocks For

Templates

Template 2
(SERVICE)

RELIABILITY

RESPONSIVENESS

COMPETENCE

ACCESSIBILITY

COURTESY

COMUNICATION

CREDIBILITY

SECURITY

UNDERSTANDING
THE CUSTOMER

TANGIBLE

1. Buliding Blocks For

Templates
DELIVERABLES
availability
convenience
performance
features
reliability
conformance
BETTER
durability
serviceability
aesthetics
perceived quality
CHEAPER price
FASTER

INTERACTIONS
responsiveness
accessibility
reliability
security
competence
courtesy
credibility
emphaty
communication

price

Template 3

2. Translating Attributes Into

Specifications
PRODUCT
(Deliverable)
Objective
Tangible

SERVICES
(Interactions)
Subjective
Intangible

MEASURES

Absolute terms such as

physical or chemical
properties

Comparativeterms
relative to expectations

EXAMPLE

Size
Weight
Volume
Delivery time
Material
Count
Color

Attitude
Courtesy
Cooperation
Attention
Reputation
Dependability
Friendliness

ATTRIBUTES

Thank you