Maricopa Community Colleges  TQM206   19952-20086 
Official Course Description: MCCCD Approval: 12/13/94
TQM206 19952-20086 LEC 3 Credit(s) 3 Period(s)
Customer Focus Systems
Identifying who the customer is, assessing what is important to the customer, and assuring that quality organizational processes and procedures are in place not only to meet but also to exceed customer expectations. Methods for gathering and analyzing data to measure customer service and satisfaction.
Prerequisites: None. Computer skills in word processing and spreadsheet, TQM201, and TQM202 recommended.
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MCCCD Official Course Competencies:
 
TQM206   19952-20086 Customer Focus Systems
1. Compare and contrast current economic and market trends that require a customer satisfaction focus. (I)
2. Describe vision/mission statements which reflect a customer focus in the organization. (II)
3. Identify internal/external customers. (II)
4. Identify and describe how to capitalize on "moments of truth." (II)
5. Identify critical customer requirements and,describe how to prioritize them. (II)
6. Determine appropriate measurement techniques for assessing and meeting customer requirements. (III)
7. Use and evaluate process and procedure tactics to assure that the organization meets or exceeds customer expectations. (IV)
8. Describe benchmarking as a method for continuous improvement. (IV)
9. Identify and describe procedures for implementing and fostering internal/external partnerships. (V)
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MCCCD Official Course Outline:
 
TQM206   19952-20086 Customer Focus Systems
    I. The need for customer satisfaction
        A. Economic trends
          1. Issues on global economy
          2. Trends within organizations
          3. Future workplace
        B. Market implications
          1. Market share
          2. Customer satisfaction to enhance market share
          3. Customer satisfaction as a barrier to competition
      II. The customer focused organization
          A. Mission/vision statements
          B. Communicating mission/vision statements throughout the organization
          C. Customer identification
            1. Internal customers
            2. External customers
          D. Critical customer requirements
            1. Needs vs. wants
            2. Prioritizing needs and wants
            3. Matching organization to customer needs and wants
            4. Quality function deployment
        III. Measurement techniques
            A. Methods for preparing and evaluating customer requirement
              1. Instruments
                a. Focus group interviews
                b. Surveys and questionnaires
                c. Other techniques
              2. Gathering and interpreting data
              3. Displaying data
            B. Basic statistical analysis
          IV. Organizational infrastructure
              A. Employee roles within the organization
              B. Processes and procedures
                1. Process mapping
                  a. As is
                  b. Should be
                  c. Reengineering
                2. Process management
                  a. Infrastructure for feedback
                  b. Setting improvement priorities
              C. Benchmarking
                1. Best in class
                2. World class
            V. Establishing partnerships (internal and external)
                A. Identifying partners
                B. Negotiating skills
                C. Initiation and follow through
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