Abstract:

The case study presents how the customer satisfaction level influences the developing of a new product through his life cycle, in an Automotive Company. The methodology of considering the customer satisfaction level in a company is different and can be an expensive process with no efficient cost saving if is not applied properly. In this article each step necessary for developing a new vehicle is followed accompanied by the approach of how the customer satisfaction level can be considered efficient as an important part in the approval process. The four stages of the product life cycle were chosen as reference, as follows: Exploring, Development, Launching and Post-Launching. Each stage will be documented in accordance with the impact of customer satisfaction and for each one, practical results, validated through a generic example, are presented.