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1. define the unlike between internal and external costumer. Internal customer was staffing that work to market the harvest-feast by one governing body or firm. In the another(prenominal) words, internal customers can are any persons who either works for an organization and sever people that are note employed by organization. outside customers on the other hand are was one who not on the job(p) 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 complaint resolution process? 3.Describe several(prenominal) potential pitfalls of customer-driven quality. Can you think of any ways to avoid or lessen the impact of these potential pitfalls? Customer-Driven Quality represent a proactive approach to satisfying customer needs that base on collect data about customer to learn their needs and options and then providing products or services that satisfy customers. Fi gure 5-1 presents a stupefy of reactive customer-driven quality. This model shows that when quality is reactive, rather than planned, customer expectations increase at a prompt rate than supplier performance.Firm quality performance in increasing turn 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 behind a focus group. Are focuses chemical group an effective way of gather data about customer preference and taste? The basic idea behind 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 to products or concepts. They also parcel out a selection of individuals with similar characteristics. Their steps are to Identify Purpose, undertake scope of questions, select target population, develop questions, run multiple groups and ingeminate and develop common themes. 5. Describe the difference actively solicited customer feedback and passively solicited customer feedback.Which type of feedback result in a lower rate of quality? Explain why. References http//wiki. answers. com/Q/Explain_the_difference_between_internal_and_external_customers http//www. google. com. my/url? sa=t&rct=j&q=describe%20some%20of%20the%20potential%20pitfalls%20of%20customer%20driven%20quality& inauguration=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