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ERIC Number: ED355989
Record Type: Non-Journal
Publication Date: 1993-Feb
Pages: 24
Abstractor: N/A
Reference Count: N/A
ISBN: N/A
ISSN: N/A
Listening to the Voice of the Customer.
Schauerman, Sam; And Others
One of the major tenets of Total Quality Management (TQM) is that organizations need to adopt a strong customer focus. At El Camino College (ECC) in Torrance, California, a matrix was developed to identify and describe ECC's direct and indirect internal and external customers. ECC then applied Quality Function Deployment (QFD), a strategic tool that allows an organization to capture the customer's quality requirements and translate them into organizational language. Once customers' needs and priorities have been surveyed, these priorities are quantified, and a matrix correlates customer priorities to internal functions or processes. To identify and quantify ECC's customers' needs, three focus groups were convened in February 1993, with representation from ECC's major constituents: students, faculty and staff, community and business leaders, and leaders from feeder high schools and from four-year institutions receiving ECC students. At the same time, a "Systems Team" of ECC management, faculty, staff, and students developed a matrix of all functions and systems within the college. Utilizing the weighted needs identified in the customer focus groups, the Systems Team matched constituent needs to college functions, producing separate matrices for each constituent group. Results of the QFD effort identified the following four functions to be addressed to improve the satisfaction of customer needs: Teaching and Learning, Learning Support, Human Resource Development, and Institutional Leadership. Other functions, such as student growth outside the classroom, research, financial services, and facilities management, also need to be addressed but with somewhat less priority. Detailed matrices and a 31-item bibliography are included. (PAA)
Publication Type: Reports - Descriptive; Speeches/Meeting Papers
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A