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  ISO 9001/4:2000
  Who is the customer?

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Author Topic:   Who is the customer?
Don Reid
Forum Contributor

Posts: 68
From:North Walsham, Norfolk, England
Registered: May 2000

posted 06 June 2000 10:31 AM     Click Here to See the Profile for Don Reid   Click Here to Email Don Reid     Edit/Delete Message   Reply w/Quote
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··

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Randy
Forum Wizard

Posts: 228
From:Barstow, CA, USA
Registered: Jun 1999

posted 06 June 2000 03:19 PM     Click Here to See the Profile for Randy   Click Here to Email Randy     Edit/Delete Message   Reply w/Quote
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.

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Laura M
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Posts: 299
From:Rochester, NY US
Registered: Aug 1999

posted 06 June 2000 03:30 PM     Click Here to See the Profile for Laura M   Click Here to Email Laura M     Edit/Delete Message   Reply w/Quote
quote:
Originally posted by Randy:
and there was an emphasis on customer satisfaction and product improvement.


Product or process improvement?

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Francesco
Lurker (<10 Posts)

Posts: 9
From:ITALY
Registered: Feb 2000

posted 07 June 2000 03:12 AM     Click Here to See the Profile for Francesco   Click Here to Email Francesco     Edit/Delete Message   Reply w/Quote
It's easy, we can use our customer survey during a spiritistic sance.

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Don Reid
Forum Contributor

Posts: 68
From:North Walsham, Norfolk, England
Registered: May 2000

posted 07 June 2000 03:21 AM     Click Here to See the Profile for Don Reid   Click Here to Email Don Reid     Edit/Delete Message   Reply w/Quote
Do you think at places like the Mustang Ranch they would utilise improvement techniques such as quick tool changeovers and minimising down time?

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Jim Biz
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Posts: 275
From:ILLINOIS
Registered: Mar 2000

posted 07 June 2000 07:49 AM     Click Here to See the Profile for Jim Biz   Click Here to Email Jim Biz     Edit/Delete Message   Reply w/Quote
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.

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