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Meeting Customer Expectations

SKU: C-456Duration: 18 Minutes Certificate Included

PPV format perfect for individual users.

Get immediate access to this interactive eLearning course online. Must be used within 30 days, expires 48 hours after launch.

Great for in-person classroom training or as an alternative to DVD.

Includes printable documents and Convergence Video Player for Windows systems. Content expires after 1 year.

Ideal for corporate licensing and volume users who also need administrative tracking and reporting on training.

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Course Details


Training Time: 18 minutes

 Mobile Compatible

Based on: Industry Standards and Best Practices


  • English

Meeting the needs and expectations of the customer is important in any successful product design. Waste, products with inconsistent-quality, and even a poor company reputation can lead to not meeting customer expectations. This course focuses on ways to discover the needs and expectations of the customer, the different categories of product features, and the importance of following established production procedures.

At the end of this module, you will be able to:

  • Define customer expectations
  • Define required features
  • Define unimportant features
  • Define bonus features
  • Describe standardizing process settings
  • Describe how to follow established procedures
  • Describe brand perception

The following key questions are answered in this module:

What are some ways to learn about customer needs and expectations?
Product testing, market research, focus groups, polls and surveys, and direct customer feedback.

What is lean manufacturing?
A manufacturing philosophy that focuses on creating value and eliminating waste.

What is a process control chart?
A chart used to graphically track and analyze the results of a process. They provide a way to see if a process is within the required operating range, and they also make it easier to troubleshoot problems and make improvements.

How can a production facility achieve consistency?
By standardizing processes and tracking and analyzing process results.

What is brand perception?
The beliefs that customers have about a brand, including perceptions based on issues not directly related to product features.

Below is a transcript of the video sample provided for this module:

To ensure that a manufacturing process produces consistent products, the inputs of that process must be consistent. Inputs include the raw materials, settings, and procedures used to make the product. For pizza-making, examples of inputs include the ingredients used, such as the amount of dough, sauce, cheese, and pepperoni. If the amounts of individual inputs are not consistent, the final product may not be consistent. For example, the overall pizza weight may vary and the customer's expectations may not be met. By standardizing the process and creating an exact recipe for the pizza-making procedure, the pizzas are more likely to have a consistent weight, increasing the likelihood of meeting customer expectations.

Use the additional resources and links below to learn more about this topic:

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