Quality and Customer Satisfaction - Is beta testing required?

[mjflkitty]

Can Customer Satisfaction comes before Quality?

Isn't it that you should claim ur service/product is of good quality before handling it over to the customer?

and is it ok that a service/product may not undergo beta testing/qa testing before realising to customer?

 

[Marc]

Can Customer Satisfaction comes before Quality?

Isn't it that you should claim ur service/product is of good quality before handling it over to the customer?

yes - You should make sure your product is of good quailty before delivering it to your customer.

and is it ok that a service/product may not undergo beta testing/qa testing before realising to customer?

Many time certain 'testing' such as validation testing is done by customer use.

I need more detailed information about your product to give a more complete answer.

 

[mjflkitty]

example

A Service was plan to be deploy....they said their indicator for quality is within 3 months of implementation and no customer have complains meaning the service they planned is of good quality? is that so?

 

[Marc]

It sounds like they are saying that their definition of 'quality' is if there were no customer complaints in the previous 3 months. One could argue that for certain services this may be an appropriate 'measure'.

The first question I would have is how many customers does the company have? If they have only 3 customers no complaints in the last 3 months may not be saying much. If they have 20,000 customers and have had no complaints in the previous 3 months that would probably be a significant indicator that they are supplying a 'quality' service.

 

[mjflkitty]

Customer

Their customer is a department meaning it's an internal customer.

The processs they do is they plan a service(enhancement or new) then they implement it and give out customer survey, after giving customer survey thay have a data for thier customer satisfaction indicator. then what they want to happen is they want to measure their quality within 3 months of implementation. and thier customer is about 5-10 people.
is effectiveness lies in the quality or customer satisfaction?

 

[Marc]

What, specifically, is the service provided?

 

[mjflkitty]

process owners

Our Process Development Team are the one who is planning and release the new service they have in mind. so basically it it really diffrent services they are deploying.

 

[Marc]

If you can't tell us specifically what the services are we can't answer. If there are different services, what are they?

 

[RoxaneB]

As Marc has indicated, without really knowing what the services being provided are, it is difficult to establish if the 3 month window for measuring Customer Satisfaction is adequate.

I do not understand what is so significant about this 3 month window at your organization, mjflkitty, but is it possible for the Internal Customer to be unhappy or dissatisfied 5 months after the service has been provided? If so, the 3 month trigger being used should probably be re-evaluated.

That being said, however, Quality and Customer Satisfaction go hand-in-hand, meaning that they are part of each other.

Quality is not just delivery a product/service that meets the Customer requirements....it's also about meeting the Customer's expectations. We have had this debate in the Cove before. What is the difference between a requirement and an expectation.

One member gave a wonderful example about asking his son to take out the garbage. The son took out the garbage (requirement) but did not open up a new bag in the garbage can (expecation)...thus, the Customer (father) was not satisfied and a Quality service had not been provided in his view.

 

[mjflkitty]

Sevice Deployment

Example of service they release is server scan. before it used to take hours to scan our server, now it takes 15mins. Meaning they are responsible for enhancing and developing new services. Like what I said they develop and release different services, so I was asking them if for them customer satisfaction comes before quality. They said because the effectiveness of their process lies after releasing the service like "server scan". I was telling them that they should be able to claim that their service is working during beta/dry run testing, but they said not all of their service is undergoing that process. But in their process map it states that it should undergo. Am i not right in telling them that quality must come after customer satisfaction. And i still have to ask them why 3 months?

Corrct me if' i'm wrong, and please bear with me.