CMQ/OE Certification Prep. - Part V

CMQ/OE Certification Prep. Course-Part V: Customer-Focused Organizations

What is covered in this course?

This course is fully aligned with the updated CMQ/OE Body of Knowledge - Part V ( FIFTH EDITION 2021 )

Part V: Customer-Focused Organizations

A. Customer Identification and Segmentation

1. Internal customers

Define internal customers and describe the impact an organization’s treatment of internal customers will have on external customers.

Evaluate methods for influencing internal customers to improve products, processes, and services and evaluate the results. (Evaluate)

2. External customers

Define external customers and describe their impact on products and services. Evaluate strategies for working with them and integrating their requirements and needs to improve products, services, and processes. (Evaluate)

3. Customer segmentation

Describe and assess the customer segmentation process and its impact on aligning service and delivery to meet customer needs. (Evaluate)

4. Qualitative assessment

Identify subjective information such as verbatim comments from customers, observation records, and focus group output. Describe how subjective information differs from objective measures and determine when data should be captured in categories rather than a numeric value. (Analyze)

B. Customer Relationship Management

1. Customer needs

Use quality function deployment (QFD) to capture the voice of the customer (VOC) and examine customer needs in relation to products and services offered. Analyze the results to prioritize future development in anticipation of changing customer needs. (Analyze)

2. Customer satisfaction and loyalty

Develop systems to capture positive and negative customer feedback and experiences, using tools such as listening posts, focus groups, complaints, warranty data, surveys, and interviews.

Use customer value analysis to calculate the financial impact of existing customers and the potential results of losing those customers. Develop corrective actions and proactive methods to improve customer satisfaction, loyalty, and retention levels. (Create)

3. Customer service principles

Demonstrate strategies that support customer service principles: courtesy, politeness, smiles, cheerfulness, attention to detail, active listening, empathy, rapid response, and easy access for information and service. (Apply)

4. Multiple and diverse customer management

Establish and monitor priorities to avoid or resolve conflicting customer requirements and demands. Develop methods and systems for managing capacity and resources to meet the needs of multiple customers. Describe the impact that diverse customer groups can have on all aspects of product and service development and delivery.(Evaluate)

LEVELS OF COGNITION

BASED ON BLOOM’S TAXONOMY

Remember: Recall or recognize terms, definitions, facts, ideas, materials, patterns, sequences, methods, principles.

Understand: Read and understand descriptions, communications, reports, tables, diagrams, directions, regulations.

Apply: Know when and how to use ideas, procedures, methods, formulas, principles, theories.

Analyze: Break down information into its constituent parts and recognize their relationship to one another and how they are organized; identify sublevel factors or salient data from a complex scenario.

Evaluate: Make judgments about the value of proposed ideas, solutions, et cetera, by comparing the proposal to specific criteria or standards.

Create: Put parts or elements together in such a way as to reveal a pattern or structure not clearly there before; identify which data or information from a complex set is appropriate to examine further or from which supported conclusions can be drawn.