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Who is the customer?
If you installed ISO9000 in a funeral business that specialises in granting the last wishes of the deceased (you know the sort, where it has been stated prior to death that he/she wishes to be buried whilst dressed as Elvis, etc.), how do you check customer satisfaction?
Or, more to the point, who is the customer? Is it the relatives? It’s not their funeral. They may hand over the cash but they may well be doing it for and on behalf of the poor soul going into the ground, especially when one considers the person being buried may have made financial provision for it.
But what about other service businesses. Take a house of ill-repute (I’m being polite here. I do not want to offend anyone). Do you think that the customers would complete a customer satisfaction questionnaire?
I daresay one of you esteemed QA consultants has installed such a system in such businesses.
I would consider myself enlightened if I received a reply. I await your comments, folks……
If you installed ISO9000 in a funeral business that specialises in granting the last wishes of the deceased (you know the sort, where it has been stated prior to death that he/she wishes to be buried whilst dressed as Elvis, etc.), how do you check customer satisfaction?
Or, more to the point, who is the customer? Is it the relatives? It’s not their funeral. They may hand over the cash but they may well be doing it for and on behalf of the poor soul going into the ground, especially when one considers the person being buried may have made financial provision for it.
But what about other service businesses. Take a house of ill-repute (I’m being polite here. I do not want to offend anyone). Do you think that the customers would complete a customer satisfaction questionnaire?
I daresay one of you esteemed QA consultants has installed such a system in such businesses.
I would consider myself enlightened if I received a reply. I await your comments, folks……