Presentation Transcript

1. Customer driven organizations Successful organizations are customer focussed They plan to meet customer needs, wants and expectations
2. Plan to meet customer requirements
3. Meeting changing conditions Complacency kills business
4. Customers are? Customers are people, work teams, business or other organizations which utilize goods and services from each other. This may or may not be in exchange for money We must know who our customers are; their needs and intentions.
5. Criteria for purchase In most cases, when you purchase something, what key factors determine your purchasing decision? (consider price, safety, quality, packaging, other) What makes products/services attractive to you? Describe your product/service and explain why people choose to purchase from your organization rather than another.
6. Criteria for purchase continued 4. Which of the following gives your organization its competence edge? Product Service Management structure Workplace relationships Other EXPLAIN . . .
7. Meeting your market The customer, not the organization, should determine product style, product quality and the service offered
8. Gathering information – market identification Market research and analysis – essential activities – identify your customers, their needs and their prospective purchasing intentions
9. Information not assumptions Never assume that you know what your customers wants or what’s best for your customer
10. Suppliers chain Consider inputs, outcomes ‘With service organizations, one of the primary suppliers of process inputs is customers themselves, who provide their bodies, minds, belongings, or information as inputs to the service processes . . . ‘
11. Groups in your organization Stakeholders, shareholders, customers Why should you know about the different groups who have an interest in your organization?
12. Groups in your organization continued 2. Draw a diagram or flow chart of your organization's supply chart include inputs and outputs. Be specific about the activities and products and services.
13. 3. Explain the relevance of each of the steps in the supply chain to customer satisfaction of your customers.
14. Stakeholder relationships Using a table (as above) list your organizations stakeholders, describe the relationship you have with them, list their needs & interests, list what impact their needs and interests have on your organization.
15. Conflict with stakeholders using an example of conflict that occurred in your organization detail the event in consideration of the above headings.
16. Types of customers – external & internal External customers buy or use the goods and/or services provided by an organization. They are not employed by or directly associated with the running of the organization Internal customers are the people, groups or teams in an organization to whom completed work, resources and information are passed.
17. Delivering best quality The repercussions of giving less than 100% If 99.9% is good enough in America than: 12 newborns will be given to the wrong parents 114,500 mismatched pairs of shoes would be delivered each year 18322 pieces of mail will be mishandled hourly
18. The repercussions of giving less than 100% continued 2.5 million books will be shipped with the young covers (yearly) 20,000 medical prescriptions will be wrongly written each year 880,000 credit cards will be issued with incorrect details (yearly) 103,206 income tax returns will be processed incorrectly each year And so on . . .
19. discussion How can an organization encourage customer awareness in employees such as cleaners, maintenance staff ,pay administrators? What benefits should flow on from making ‘back room staff’ more aware of external customers?
20. Jeff works in the IT department of a large financial management organization. he has no contact at all with external clients. He is a computer whiz with exceptionally good computer knowledge. His communication, interpersonal and service skills are poor, but as long as everyone leaves him alone to do his job he is happy.
21. He considers that his role is simply to ensure that the databases and other technical applications in his section operate effectively, in spite of the fact that others in the organization do not know how to use the systems properly. As far as he is concerned , customer service is not his responsibility at all. There are people in the organization whose job it is to provide face-to-face service because they are good at it. What’s wrong here – with Jeff’s attitude and the organizational system? How is this likely to impact on other employees, on the supplier customer chain and on the organization’s outcomes? What do you think the root causes might be? How can these problems be overcome? Use the table to record your answers
22. Your organization 1.Critically assess the internal customer relationships in your organizations. Are there any areas where you feel you and your section are underperforming? Explain why you think this and what you think the causes of the poor performance are.
23. Your organization continued 2. How do you know what your internal customers’ expectations are? How do you find out what their expectations are? How do you know whether they are being met?
24. Your organization continued 3. How do you let your internal suppliers know what your expectations are? Do you acknowledge their performance?
25. Your organization continued – action plan to resolve the problem Select one of the areas you identified as underperforming and develop strategies and an action plan for improvement. Use the chart supplied
26. Action Plan Chart
27. Internal communication Effective and efficient information sharing at all levels of the organization is essential to fostering a customer focussed workplace culture. A customer focussed culture is one in which excellent customer service is accepted as the norm.
28. Financial sources Who pays your wages? Who pays for your equipment, machinery, computers, stationary? Who pays the maintenance division wages? Who pays the wages of the people who clean the toilets?
29. Teams & customer focus What is a good work team? How can teams effect customer service?
30. Customer needs, wants & expectations Bundling In most cases when customers make a purchase they have an expectation that there will be an associated service of acceptable quality and standard. This is called bundling.
31. The service factor - Complete the questionnaire
32. Impressions – service components First impressions Moments of truth Response skills Communication/interpersonal skills Active listening and questioning Product knowledge Conflict management Problem solving Negotiation Last impressions professionalism Customer service ends only when the customer is satisfied
33. Purchasing choices