These are the questions to ask oneself when defining customer requirements and expectations. In our market-based economy, there is nothing more important than satisfying customer stipulations and establishing long-term business relationships with clients, which is why meeting or exceeding the requirements of customers, with precision, time and time again, is essential to a thriving enterprise.
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It is important to not compromise that which is necessary to fulfill customer requirements. It can be tempting, in an effort to save money or improve cycle time, to drastically alter the means of production or invest in new manufacturing equipment. However, spending a large amount of money and resources with just a hope of modernizing or improving facilities only to find that you know longer have a way of manufacturing your product within client specifications is tantamount to sabotaging your own business. This is why it is important to have a clear and concise understanding of the needs of your customers.
The Six Sigma initiative itself depends greatly on understanding customer requirements. The methodology is such that quantitative measurements need to be made to determine whether the process capability of various different processes falls within the target range specified by the customer.
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