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This thread is carried over and continued in the Current Elsmar Cove Forums 
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This thread is carried over and continued in the Current Elsmar Cove Forums
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The New Elsmar Cove Forums
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 The New Elsmar Cove Forums
 ISO 9001/4:2000
 Who is the customer?
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| Author | Topic: Who is the customer? |
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Don Reid Forum Contributor Posts: 68 |
posted 06 June 2000 10:31 AM
   
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? Itās 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 (Iām 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·· IP: Logged |
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Randy Forum Wizard Posts: 228 |
posted 06 June 2000 03:19 PM
I've heard stories of the "Mustang Ranch" outside of Las Vegas having customer survey cards for awhile and I believe some of the period was during it's "receivership" period when it was actually run by the US Government. I saw a television program a few years back (I think on A&E Network) interviewing some of the "employees" and "management" and there was an emphasis on customer satisfaction and product improvement. They also had to comply with OSHA regulations as the story is told. Because of crazy probate and inheritance laws the relatives of the deceased would probably in the long run be the customers. Of course people would be dying to use the business anyway. IP: Logged |
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Laura M Forum Contributor Posts: 299 |
posted 06 June 2000 03:30 PM
quote: Product or process improvement? IP: Logged |
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Francesco Lurker (<10 Posts) Posts: 9 |
posted 07 June 2000 03:12 AM
It's easy, we can use our customer survey during a spiritistic sance. IP: Logged |
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Don Reid Forum Contributor Posts: 68 |
posted 07 June 2000 03:21 AM
Do you think at places like the Mustang Ranch they would utilise improvement techniques such as quick tool changeovers and minimising down time? IP: Logged |
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Jim Biz Forum Wizard Posts: 275 |
posted 07 June 2000 07:49 AM
Would not the "Estate" fo the deceased be the customer? Therefore the designated person handling the estate funds be the customer rep? Mustang Ranch - service business? can they register 9003? But seriously I do know there once was a "Gentlemans Club (ie strip joint) in Texas that actually hired a Quality/Marketing PR rep. IP: Logged |
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