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1. Describe the different between essential and external costumer. Internal node was staffing that go to marketing the crop by nonpareil organization or warm. In the an sepa deem(prenominal) words, internal clients can are every persons who either works for an organization and disassemble people that are none industrious by organization. away customers on the other hand are was one who not working for organization or firm. External customers can be explained as those which requires product serve a purpose. 2. What are the components and activities associated with the care resolution process? 3.Describe some capableness pitfalls of customer-driven whole step. Can you think of any slipway to avoid or lessen the meet of these potential pitfalls? Customer-Driven Quality represent a proactive approach to satisfying customer needs that base on hookup selective information about customer to consume their needs and preferences and then providing products or function that sa tisfy customers. Figure 5-1 presents a seat of unstable customer-driven quality. This model shows that when quality is reactive, earlier than planned, customer expectations increase at a faster rate than supplier performance.Firm quality performance in increase slice customer expectation also increasing. The firm will be in reactive mode when customer expectation increasing at a faster rate than supplier performance. At the point where these trends cross, customer dissatisfaction increases. 4. Describe the basic idea hindquarters a focus group. be focuses class an effective way of conclave data about customer preference and druthers? The basic idea rear end a focus group as actively solicited customer feedback. What is the basic idea behind a focus group?Are focus groups an effective way of gathering data about customer preferences and tastes? It defines a focus group as actively solicited customer feedback. They gather customers and solicit their ideas and reactions t o products or concepts. They also address a pickax of individuals with similar characteristics. Their steps are to divulge Purpose, narrow scope of questions, select prey population, develop questions, run multiple groups and sum and develop common themes. 5. Describe the diversion actively solicited customer feedback and passively solicited customer feedback.Which type of feedback result in a lower rating of quality? rationalize why. References http//wiki. answers. com/Q/Explain_the_difference_between_internal_and_external_customers http//www. google. com. my/url? sa=t& adenylic acidrct=j& axerophtholq=describe%20some%20of%20the%20potential%20pitfalls%20of%20customer%20driven%20quality& outset=web&cd=1&cad=rja&ved=0CC4QFjAA&url=http%3A%2F%2Fskellogg. sdsmt. edu%2FENGM620%2FSolutions%2FSolutions_4. doc&ei=bjRTUf7rMoisrAew_oCADQ&usg=AFQjCNH_0Z_LhPY_eV6VPDa6L0hQbxgjKg&bvm=bv. 44342787,d. bmk