Customer Analysis

What is customer analysis?

A process of identifying the individuals or groups that are benefitted or affected by an action, classifying them according to their needs, and evaluating the impact of corresponding services rendered.

 Why we have to do customer analysis? To cause an ultimate effect of the organizations action to targeted customers for a successful outcome.

Related case: Comm. William Bratton - Broken windows at NY Transit Police - Local Control over Local Problems

 How to do a customer analysis?

1. Sort your customers. 2. Assign priorities and focus on customers needs based on mandate and urgency.

3. Provide interventions and initiatives based on added value and better problem solving.
4. Ensure successful outcome by developing customer value proposition.

ACTIVITIES

Station Operations Section

MEASUREMENT
% Decrease in Crime Volume

SUPERVISION CRIME PREVENTION LACAP/PIPS/JPA

Chief of Police

SUPERVISE THE IMPLEMENTATION OF PIPS/LACAP/JPA

Team Leader

No. of Inspection Conducted No. of Force Multiplier Validated No. of Crime Prone Areas Validated

POLICE PRESENCE/ARREST OF SUSPECTS

Patrol Officer

Increase in Force Multiplier Decrease in Crime Prone Areas

ACTIVITIES

Station Investigation Section

MEASUREMENT
% Increase in CC/CSE

CRIME SOLUTION

Chief of Police
No. Increase of Unsolved Cases Reviewed No. of Case Conf. Facilitated Validation of Quality Confidential Informants

IMPLEMENT LACAP/ JUDICIAL PROCESS APPROACH

Chief, Investigation

INVESTIGATE AND SOLVE CRIME

Investigator

Increase in CI Increase in Backlog Cases Reviewed (Internal/External) Increase in Filed Cases Increase in Arrested Suspects

Customer Analysis STRATEGIC OUTCOME

Who are our customers and what are their needs and expectations?
Primary

Customer

Who are the beneficiaries of our services?

Who are the indirect beneficiaries of the Secondary Customers services we provide?

Major deliverables What are the major goods and services

we are mandated to provide our customers?

OUTCOME

(Customer Value Proposition)

What benefits do we get from your services? Why should we patronize your services? What is most worthwhile to keep in mind about your services?

Customer Analysis STRATEGIC OUTCOME

Who are our customers and what are their needs and expectations?
Primary

Customer

Who are the beneficiaries of our services?

Who are the indirect beneficiaries of the Secondary Customers services we provide?

Major deliverables What are the major goods and services

we are mandated to provide our customers? - Product or service attribute - Benefit to customer - Image /reputation

OUTCOME

(Customer Value Proposition)

DIDM -Customer Analysis

Who are our customers and what are their needs and expectations?
Primary Secondary

Customers Customers

PNP (INVESTIGATORS, DETECTIVES, FIRST RESPONDERS, SOCO AND CASE MANAGERS) OTHER LAW ENFORCEMENT AGENCIES, FOREIGN COUNTERPARTS AND THE 5 PILLARS OF CJS POLICY DEVELOPMENT SYSTEMS AND PROGRAMS ENHANCED MANUALS & SOPS IN THE CONDUCT OF INVESTIGATION AND DETECTION SCIENTIFIC AND ICT ASSISTED DETECTIVE AND INVESTIGATIVE SERVICES RELIABLE INVESTIGATIVE AND DETECTIVE POLICIES, SYSTEMS AND PROGRAMS

Major

Deliverables

OUTCOME

DPCR- CUSTOMER ANALYSIS

Who are our customers and what are their expectations?

CUSTOMERS
Primary
Secondary Major Deliverables

PNP
Community Policy development and direction on: Public Information and Advocacy Community Organization and Mobilization Women Empowerment and Development towards Gender Equality (WEDGE) Family Life Education and Development ICT Assisted Police-Community Interaction Disaster Risk Reduction and Management and Environmental Protection Peace Building/Counter Terrorism Image Development and Enhancement
Highly capable, credible, efficient and community service-oriented PNP

Outcome

DRD - Customer Analysis

Who are our customers and what are their needs and expectations?

Primary PNP Customers

Secondary Customers Business Entities (Suppliers, Technical Proponents) GAs NGAs NGOs Other Public Safety Agencies

Standard specifications and test parameters for PNP equipment, uniform and accoutrements Major Test and evaluation for PNP equipment, uniform and Deliverables accoutrements Policy implementation OUTCOME Standard, Effective and State-of-the-Art Equipment, Uniform Customer Value and Accoutrements Proposition

DI -Customer Analysis

Who are our customers and what are their needs and expectations?
Primary

Customers Customers

PNP

Secondary

NICA, AFP, ATC, NBI, NSA, other LEAs Foreign Embassies Accurate and timely intelligence products Target Hardening measures Intel-trained personnel Successful Intelligence-Driven Decisions

Major

Deliverables

OUTCOME

Customer Analysis
Who are our customers and what are their needs and expectations?
Primary Customers
PNP (Operating Units) Other Law Enforcement Agencies (LEAs), Government Agencies (GA), Local Government Units (LGUs), etc.

Secondary

Customers
Major Deliverables

Strategic policy development and direction on: crime prevention law enforcement internal security Regulatory functions Focused operational strategy

OUTCOME

THANK YOU