on
Customers,
satisfaction vs. loyalty,
Customers
leading practices, customer groups,
dimensions of quality, tools and
measurement
SJSU Bus. 142 - David Bentley
What is a customer?
Quality
Price
Lead-time
Service
Flexibility
Variability
SJSU Bus. 142 - David Bentley
High
Low
Low
High
High
Low
Quality
Price
Lead-time
Service
Flexibility
Variability
SJSU Bus. 142 - David Bentley
Importance of Customer
Satisfaction and Loyalty
American Customer
Satisfaction Index
ACSI Model
of Customer Satisfaction
Customer
Perceived
quality
complaints
Perceived
value
Customer
satisfaction
Customer
expectations
Customer
loyalty
Customer-Driven Quality
Cycle Customer needs and expectations
(expected quality)
Identification of customer needs
Translation into product/service specifications
(design quality)
Output (actual quality)
Customer perceptions (perceived quality)
measurement and feedback
10
Leading Practices - 1
11
Leading Practices - 2
12
Identifying Internal
Customers
13
AT&T Customer-Supplier
Model
Your
Suppliers
Your
Processes
Inputs
Requirements
and feedback
Outputs
Your
Customers
Requirements
and feedback
14
15
(review)
Customer
erSatisfaction
Satisfaction
Custom
Kano
KanoModel
Model
Excitement
Excitement
Expected
Expected
Must
MustHave
Have
Customer
CustomerNeeds
Needs
SJSU Bus. 142 - David Bentley
16
Customer Relationship
Management (CRM)
Complaint Resolution
Feedback
Guarantees
Corrective Action
17
18
Tree diagram
(Kawakita Jiro)
Communication
Effective Service
Communicn
Timely
Reports
Reliability
Notification
Of Indy Stds.
Flexibility
Accurate
Information
Prior
Approvals
Mutual Job
Understanding
Expeditious
Processes
Modem
Link
Buyer
Orientation
Timely
Closings
Effective
Service
Loan
Products
19
Customer Relationship
Management
20
Measuring Customer
Satisfaction
21
The Lobby
The Server
The Food
22
Open-ended questions:
23
Performance-Importance
Analysis
Performance
Low
Low
High
Importance
High
Vulnerable Strengths
SJSU Bus. 142 - David Bentley
24
Carly Fiorina
Former President and CEO, Hewlett-Packard
25
Carly Fiorina
SJSU Bus. 142 - David Bentley
26
Making a TCE
To truly hear
customers be:
Attentive
Flexible
Competitive
Aware
Responsive
Cost-effective
Involved
Efficient
Imaginative
Committed
Dependable
Capable
27
Awarded by US Department of
Commerce
Result of 1987 congressional legislation
Named after Secretary of Commerce
Promotes awareness of performance
excellence
Awarded in business, education,
health care, non-profit sectors
SJSU Bus. 142 - David Bentley
28
29