Organisations that intend to be successful need to design products, services and product/ service bundles to meet customer needs. How can they do this and how can they ensure that the organisation’s plans achieve quality, time and cost specifications agreed with customers? What data and records might be drawn upon to make plans intended to meet customer needs?

What monitoring and evaluation procedures might be followed to ensure that the organisation keeps up with changes in customer needs and in market conditions, procures and disburses resources appropriately and is able to consistently meet product quality and delivery standards?

How can customer feedback be collected and used and why is it necessary to consult with customers (internal and external) and with other stakeholders when monitoring and assessing the organisation’s progress toward achieving quality targets?

Within the organisation there will be groups of people or teams which work toward goal achievement. How can managers and supervisors ensure that team members have the skills needed to communicate effectively with customers and to provide excellent customer service? How might they assist colleagues in overcoming difficulties with meeting customer service standards?

What procedures might be followed to identify problems and with appropriate individuals and groups to adapt customer services, products and/or service delivery so that it continues to meet customer needs?