Maximisation of customers' satisfaction within the constraints of manufacturer – A mathematical approach

This article presents a mathematical approach to maximise the customers’ satisfaction by optimising the quality level of various quality characteristics of a product within the given constraints of the manufacturer. The mathematical model has been demonstrated with the data collected for the physical product ‘bicycle’. The model presented considers not only the overall customers satisfaction, but also the manufacturer's satisfaction with the costs committed to the product. With the interactive approach, the best balance between manufacturer's satisfaction and overall customers’ satisfaction can be obtained.