ABSTRACT
A general view of customer satisfaction is meeting customer requirements. Six Sigma emphasizes exceeding customer requirements and thereby "delighting the customer." Companies understand that business is driven by customer requirements. Customer value analysis is the process many companies use to determine what customers value in terms of the company's and competitors' products. Customer delight is defined as exceeding customer requirements—in ways the customer finds valuable and in ways the customer did not anticipate, but has come to expect afterward. Quality function deployment is a systematic means of ensuring that customer requirements are accurately translated into the technical goals and specifications throughout each stage of product development. The concept of internal customers has been widely used as part of the quality movement as a way to break barriers and promote cross-functional cooperation.
