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In the name of ALLAH, The Most Gracious and The Most Merciful,
For our ninth post, we would like to elaborate on the customer satisfaction.
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| Don't let this happen to your customer |
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| Let them smiling! |
There are 2 main objectives that mainly being focused by the managers of integrated management system which are :
- Customer satisfaction
- Minimum total materials cost
What is actually customer satisfaction?
Customer satisfaction is usually defined by the customer itself. It maybe different from one person to other. For example, for the late service of photocopying an article at the bookstore might be an okay for Muhammad Syahmi, but if it happened to Nurul Shahirah, it would be an unforgivable act from the staff itself. The staffs may not say that the customer is satisfied or the customer satisfaction had been achieved unless they have talked about the matter of satisfaction with the customers.
There are few elements of satisfaction that needed to be make as a priority by the suppliers which are :
Material Availability
1. Make-to-order (MTO)
The company which apply MTO only start their manufacturing process after getting a customer's order.
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| DELL Computer Corps is one of the MTO company |
2. Make-to-stock (MTS)
The company which apply the MTS needed to make sure that they always have finished goods available for immediate shipment and the consumer can easily consume the product on the shelf wherever and whenever they need the product.
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| Coca Cola an example of MTS company |
On-time Receipts
On-time receipts is the finished good being ordered by the customers arrived exactly on the date they had desired with. The customers always think about the date of receiving the finished goods, not the date of shipments.
Customers should be inform about the transportation and delivery process of the finished goods itself. It would be wise enough for the manufacturing company to call the customer and telling them the route that will be taken by the ship or truck, how long will be needed to get the finished goods arrived at the respected location of customer and following up is the best option to be carried out by the manufacturer in order to maintain their customer loyalty, customer retention and achievecustomer satisfaction.
Complete shipments
The customer always expects to receive all the items that they ordered at the same time. It will be considered as incomplete shipment if there is any item or part that is missing or not delivered by the manufacturer to the customer according to the order.
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| Complete shipment example |
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| Complete set received means complete shipment gained |
In case there are difficulties, we can assist the customer through providing them two option which are reschedulling the shipment or split shipment.
Split shipment means that the product that they had ordered before will be send through split shipment. Meanwhile, for reschedulling the shipment, all of the products will be confirmed to be available and shipped together to the customer by the manufacturer.
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| Split shipment |
Quality of Receipts
The quality of the receipts is a vital thing. The customer expect to get the finished goods ordered at the best quality from the manufacturer.
The final quality of receipts might be influenced due to damages affected by the loading, packaging, transport and unloading processes.
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| Packaging |
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| Loading and Unloading |
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| Transporting |
Flexibility is the ability of the supplier to accomodate and filling the order and request from customer. Sometimes, the customer may request for special handling, special specifications on the design and packaging of the product and also modes of transportation.
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| Flexibility can lead to extra capability |
The company need to be flexible in order to fulfill the customer requirement and at last gaining the customer satisfaction towards their product and services.
In a nutshell, suppliers needed to be very customer-oriented as gaining customer satisfaction are same as gaining the jackpot. Once the customer is satisfied, they will be eventually keep on consuming our product. But, once they are facing difficulties due to our mismanagement, they will bare in their mind that our product shall not be consumed at all.
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