ABSTRACT
Present customers represent the bulk of your future business and their word of mouth is the best form of advertising.
Customer satisfaction is about delivering a quality product on schedule and at a price. Most companies attempt to achieve this goal but Materials Requirements Planning (MRP) does not guarantee achieving it. Consequently, MRP is typically supplemented with customer relationship management (CRM), lean manufacturing and other techniques. Customer Satisfaction Planning (CSP) corrects the fl aws in Materials Requirements Planning/Enterprise Resource Planning (MRP/ERP) systems by focusing on customer satisfaction.
