HOW ARE CUSTOMER REQUIREMENTS TRANSLATED INTO PRODUCTS/SERVICES
Translation of customer requirements into products or services can be seen as a difficult subject to deal with due to changing demands of customers. To all those who properly understand their customer’s requirements it isn’t so much of a headache as they are always prepared for such changing demands. It becomes more easier for organisations like that to respond accordingly through appropriate measures since as by SWOT analysis (See Figure 2.)its possible to see and counter-act threats and areas that the company can improve in the business due to its weaknesses. It is here we encounter the role of operations strategy again in an organisation helping to define the ways in which an organisation can achieve a long term sustainability and competitive. As the operations strategy set platform for decisions to be taken in the operations management. Here it becomes more important as it illustrate how the organisation can make the products that meet customer demands. SWOT analysis can also help to match the organisation with their customers as to what they can offer and what is demanded. (Michael Armstrong, 2006 )
Figure 2. SWOT Analysis
Quality in operations management remains an important aspect of operations management especially in process of production of products. With increased competition, technology and many brand names, customers not only want products and services that are only working but demand quality. David Garvin suggests that the are 8 dimensions of quality that customers are interested in when choosing a product or service, hence Berry et al managed to identify different characteristics of quality that customers look for when choosing service. (See Table )
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