> Define the key attributes of the product/service for the consumers

> Show product performance/ Service x Competition

> Determine the relative importance of each attribute

> Check the performance of our product/service against the competition
in each of the important attributes

> Determine how the relevant attributes could be modified to improve perception of quality

> Establish Benchmarks for these attributes

> Monitor performance after executing action plan to improve quality perception

BENEFITS

Determines whether the quality criteria in use internally are valid or need modification. Defines attributes to be measured and is an essential aid for drawing up an action plan to increase consumer satisfaction.