When a process fails to satisfy a customer:
A) it is quite often the customer's fault.
B) it is considered a defect.
C) it is time to reengineer the process.
D) it is usually half the customer's fault and half the company's fault.

Question

Quizplus · Accepted Answer

When a process fails to satisfy a customer, it is considered a defect. It indicates that the process did not meet the customer's expectations or needs, and therefore needs to be improved or corrected. Blaming the customer or assuming that half the fault belongs to the customer does not solve the problem or improve the process. Instead, the focus should be on identifying the root cause of the defect, and taking corrective action to prevent it from happening again in the future. Reengineering the process may be necessary in some cases, but it should not be the first or only option considered.

When a Process Fails to Satisfy a Customer