Brendaz Assignment

Date: 22 April 2020

Customer focus
Sustained success is achieved when an organization attracts and retains the confidence of
customers and other relevant interested parties.
Every aspect of customer interaction provides an opportunity to create more value for the
customer. Understanding current and future needs of customers and other interested
parties contributes to the sustained success of the organisation.

Currently in our organisation we:

- monitor and measure customer perception on our product via the use of yearly
surveys. This assist the organisation to focus on product improvement dependent
on customer needs and expectations and take appropriate actions.
- Determine and take action on relevant interested parties needs and appropriate
expectations that can affect customer satisfaction.

Continuous improvement
Improvement is essential for an organisation to maintain current levels of performance,
to react to changes in its internal and external conditions and to create new opportunities.

At our organisation, we currently:

- Track, review and audit the planning, implementation, completion and results of
improvement projects;
- Educate and train people at all levels on how to apply basic tools and
methodologies to achieve improvement objectives and
- Ensure people are competent to successfully promote and complete improvement
projects.

Recommendations
Below is the process to be followed to meet customer satisfaction and continuous
improvement (sustained success):
Firstly the organisations’ needs to understand and recognize direct and indirect customers
as those who receive value form the organisation. These are normally those interested
parties that provide significant risk to the organisational sustainability if their needs and
expectations are not met.

This in turn allows the organisation to define what results are necessary to deliver to
those relevant interested parties to reduce that risk – link the organisations’ improvement
objectives to customer needs and expectations. Develop/integrate and deploy processes
to implement the set objectives. Ensure you communicate these throughout the
organisation.
Evaluate and analyse performance against these set objectives to see areas and aspects
that can be considered for improvement. This could be done via the use of internal audits
and management reviews.

An action plan may be developed to address any actions arising from internal audits,
management reviews, etc. This includes elimination of causes of non-conformities to
prevent recurrence and identification of potential problems to prevent occurrence.

Always recognize and acknowledge improvement and ensure you actively manage
relationship with customers to achieve sustained success.

Conclusion:
Organisation depend on their customers and therefore should understand current and
future needs, meet customer requirements and strive to exceed customer expectations.

Successful organisations have an ongoing focus on improvement. Improvement should

be the focus and permanent objective of an organisation.

Any organization that is not consistently improving will actually be found to be going
backwards, in this highly competitive world of today it can only lead to the loss of
customers.