Definition Customer Expectations vs. Requirements - Definitions

RoxaneB

Super Moderator
Super Moderator
#11
Mike S. said:
I interpret it (ISO9000) to mean that it is our responsibility to clearly understand what the customer wants above and beyond written requirements as per 7.2.1 and meet them. "Generally implied" and "expected" is kinda vague and a smart customer will try to minimize problems by clearly stating (i.e. in writing) anything that is important. I would hope that most of this stuff relates to common things like the customer expecting the same type of packing or shipping containers as were used in the past, consistent paperwork, cleanliness, etc.
So what is measured for Customer Satisfaction? ISO 9001:2000 states "measurements...relating to customer perception as to whether the organization has met the customer requirements."

What do we do when requirements are met but the Customer is not "satisfied" because expectations were not met? Should expectations then become requirements? Should Customer Complaints be issued because of a failure to meet an expectation?

You're right, Mike, that a smart Customer (and, IMO, a smart Organization) would have everything in writing...requirements and expectations. It's good business sense and a :ca: .
 
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Randy Stewart

#12
I've used this example during training.

I asked my son, who was 13 at the time, to take out the trash and place a new bag in the can. When I checked to see if he had completed his task I didn't notice a new bag in the can. When I opened the lid a new bag was in the can, just not opened up.
Now he met my requirements, but he didn't meet my expectations.
 

RoxaneB

Super Moderator
Super Moderator
#13
Randy Stewart said:
I've used this example during training.

I asked my son, who was 13 at the time, to take out the trash and place a new bag in the can. When I checked to see if he had completed his task I didn't notice a new bag in the can. When I opened the lid a new bag was in the can, just not opened up.
Now he met my requirements, but he didn't meet my expectations.
Did you complain?
Did he review the situation and a new bag put in as per your expectations?
Has what was an expectation now become a requirement?
 
T

Tom W

#14
Randy Stewart said:
I've used this example during training.

I asked my son, who was 13 at the time, to take out the trash and place a new bag in the can. When I checked to see if he had completed his task I didn't notice a new bag in the can. When I opened the lid a new bag was in the can, just not opened up.
Now he met my requirements, but he didn't meet my expectations.
This is a very good example of how this all ties to customer satisfaction and the perception that a customer has of its suppliers. Great example. :applause:
 

The Taz!

Quite Involved in Discussions
#15
Randy Stewart said:
I've used this example during training.

I asked my son, who was 13 at the time, to take out the trash and place a new bag in the can. When I checked to see if he had completed his task I didn't notice a new bag in the can. When I opened the lid a new bag was in the can, just not opened up.
Now he met my requirements, but he didn't meet my expectations.

Right on the money!!!! :applause:
 
R

Rachel

#16
Mike S. said:
... a smart customer will try to minimize problems by clearly stating (i.e. in writing) anything that is important.
Just a note - just to play devil's advocate here - I don't know if I totally agree with this in every respect. When I go to Tim Horton's <offside: what a beautiful thing!>, I expect my coffee to be hot. It's overkill for each customer to have to ask for that. There are certain *very important* characteristics of certain products that, as a customer, I wouldn't expect to have to state. JMO, though...I might be off the beaten path here. :tunnel:
 
D

D.Scott

#17
I think the point being made by the standard is that we need to determine the customer's expectations and satisfy them as well as the requirements. If we know as the "experts" that customers in the past have wanted a garbage bag opened in the bin, it is our responsibility to bring this to the attention of the customer and clarify their expectation.

Some of our products have a higher temperature rating than others but more than one can be listed on the same spec as an approved material. If we find a customer is asking for a low temperature material, we should be asking what they are expecting the material to do for them. They may have no idea there is more than one material and although it wasn't actually said they expected it to work just as well under high temperatures.

IMO the standard is now placing a greater responsibility on us as "experts" to anticipate reasonable expectations for our own products and services. A follow-up to satisfying the requirements of confirming it met expectations is simply a way to better perform as the "expert".

Dave
 

Mike S.

Happy to be Alive
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#18
Rachel said:
Just a note - just to play devil's advocate here - I don't know if I totally agree with this in every respect. When I go to Tim Horton's <offside: what a beautiful thing!>, I expect my coffee to be hot. It's overkill for each customer to have to ask for that. There are certain *very important* characteristics of certain products that, as a customer, I wouldn't expect to have to state. JMO, though...I might be off the beaten path here. :tunnel:
Well you're right of course -- there are certain things you don't expect to need to say like that you want your coffee hot or salt and pepper available on the table of the diner, etc.

But my point is that as a customer I want to get the right thing the first time, and I have a duty to my company to get the right thing, and therefore a duty to make what I think is a reasonable effort to clearly state my expectations in enough detail that we will indeed get the right thing. And, yes, the supplier has a duty to make sure they know what I want. If we both make a reasonable effort at this there should be few times when my expectations were not understood by the supplier. Sometimes my PO's state some things that might make some suppliers say "well duh!", but these things probably came about because I was burned in the past or because I was just making sure. Will I still get burned someday? Probably, but not often.
 

The Taz!

Quite Involved in Discussions
#20
I guess that this is where the customer's "perception" comes into play. . . not every customer's expectations are the same. . .and someone who likes luke warm coffe might think that the coffee served is too hot. . . while some Asbestos mouthed customer might think the same cup of coffee is too cool.

After 35+ years in the music biz. . . Ya gotta to play your audience

JMHO. . . :2cents:
 
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