ACTIVITY COSTUMER FOCUS

SANDRA GARCÍA PIMIENTA

FICHA:1310124

ACTIVITY 3

TEACHER
DANIELA ESTEFANIA MACHADO CÁRDENAS

SERVICIO NACIONAL DE APRENDIZAJE SENA

TECNOLOGO GESTION LOGISTICA
BOGOTA
2017
 READING COMPREHENSION ACTIVITY

Read the following questions and answer them

according to your knowledge.

1. What is a customer in the Supply Logistics Chain?

2. How does an organization determine customer
requirements?
3. Why is important to identify customer requirements?

Answers:

1. It is that person or organization that seeks a service or a product; In the case of

logistics, the customer is the primary and main element of the supply chain, since the
main objective of this is to meet their needs, meet their expectations and form a
permanent customer.

2. I think that the company will determine these requirements according to the needs,
expectations and concerns that the client carries with them; I believe that for this the
company must provide the necessary resources to raise customer satisfaction and
avoid nonconformities. (communication system)

3. It is important to identify the requirements because it is able to satisfy the needs of

the customer, it is known that it is going to be sold and therefore generates benefits
to the organization.
 TECNÓLOGO EN GESTIÓN LOGÍSTICA
Customer Focus
SENA Centro Nacional de Formación Virtual y a Distancia.

ACTIVITY

Read the text and complete the diagram according to the

corresponding information. Use the words in the box.

When you finish the activity, check your diagram according

to the answer sheet.

Statutory and regulatory requirements Expectations

Custome Determine Requirement
r s

Needs

To Customer
Expectations
Determine
Surveys
By means of

Customer Communicate Statutory and

Wants to To Establish
Focus regulatory
requirements

Transfer Information

Meet Requeriments
 TECNÓLOGO EN GESTIÓN LOGÍSTICA
Customer Focus
SENA Centro Nacional de Formación Virtual y a Distancia.

Customer Needs and Expectations

design products
Desing services
Expectations satisfy customer's needs
To Priorities
To know customer needs match benefits
Preferences Search for new markets Location

Desires
standarize products
unsatisfy wants
by means of Surveys to know
Ocupation
Requeriments
life style
Price
others

Regulatory transfer delivery environment safety

Communicate customer requirements

Establish statutory of requirements of quality

Regulatory delivery
cost
To environment
health
safety
Transfer of information financial laws

Actors in the supply chain construct operating systems

Meeting Requirements

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Construct operating systems
Of
To develop Customer Actors in to
satisfaction the supply
chain