Matakuliah
Tahun
: Perancangan Manajemen Mutu
: 2009
The Voice of the Customer
Pertemuan 9-10
Discussion Questions
• Case 5-1:
– Customer Quality Feedback at Apple Computer
• Case 5-2:
– Chaparral Steel: Achieving Hight Quality through a Commitment
to Both External and Internal Customers
Bina Nusantara University
3