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TQM CUSTOMER FOCUS 1

Satisfactory Essays
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TQM CUSTOMER FOCUS 1
: TOTAL QUALITY & CHANGE
MANAGEMENT

COVERAGE



Introduction – What is customer focus and our understanding of the concept



Discussion – Why organizations lack customer focus in Fiji?



Our case studies:-



How this can be overcome?



Arguments raised and discussed



Conclusion
You 'll never have a product or price advantage again. They can be easily duplicated, but a strong customer culture cant be copied.
Jerry Fritz

INTRODUCTION o What is Customer Focus?



To put it simply :- In a customer focused organization, leadership, people, processes
,products and services are customer aligned to deliver the exceptional customer experience.



It is more than just “Customer Service”.

Make a customer not a sale

Katherine Barchetti

WHY ORGANISATIONS LACK CUSTOMER FOCUS IN
FIJI
Current Organisational Orientation

customer

custome r Inward Out
Mentality
“Product
Centricity”

customer cu custome r WHY ORGANISATIONS LACK CUTOMER FOCUS IN
FIJI
Current Toxic Organisational Culture:Leadership & Managements Attitude Towards Staff

WHY ORGANISATIONS LACK CUTOMER FOCUS IN
FIJI
Current Organisational Culture


Internally charged



Politically charged

Customer service is not a department, it’s everyone’s job.

Anonymous

WHY ORGANISATIONS LACK CUTOMER FOCUS IN
FIJI
Negative Organisation
Culture

Shareholder value

Towards Customers

Executive salary & perks

$$$$ Profits $$$$

Expansion plans
Over head controls
Streamline operations
Efficiency
Production outputs
KPI,/Sales budgets & targets employee needs
Customer needs

WHY ORGANISATIONS LACK CUTOMER FOCUS IN
FIJI
Ignorance And the Silence Of The Customer

The ultimate tragedy is not the oppression and cruelty by the bad people but the silence over that by the good people

Martin Luther King

CASE STUDIES


Morris Hedstrome Supermarket- Laucala
Beach Branch



Fiji Police Force- Valelevu Police Station



Ministry of Commerce

HOW CAN THIS BE OVERCOME?
By Changing Our Organization 's



References: www.thetrainingbank.com  www.forbes.com  www.blogmarket1.com  www.google/imagesearch  www.amazon.com  www.apple.com  www.wikipedia.org  THE END

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