Customer focus Customer satisfaction and loyalty are two important indicators for business. If organizations can meet customer expectations‚ it only can help improve customer satisfaction but not loyalty. However‚ if the quality can exceed customer expectations‚ it can help improve and sustain customer loyalty. There are tremendous practices for performance excellence in terms of customer focus. For example‚ identify different customer groups and understand their needs‚ create an organizational culture
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competitive strength Stay in business Capture the market with better quality and reduced cost. 2 The Deming philosophy 1. ³A System of Profound Knowledge´ Appreciation for a system - A system is a set of functions or activities within an organization that work together to achieve organizational goals. Management¶s job is to optimize the system. (not parts of system‚ but the whole!). System requires cooperation. Psychology ± The designers and implementers of decisions are people. Hence understanding
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What important role do customers play in the quality management of an organization? The most important asset of any organization is its customers.An organization’s success depends on how many customers it has‚how much they buy‚ and how often they buy.Customers that are satisfied will increase in number‚ buy more‚ and buy more frequently.Customer satisfaction is not an objective statistics but more of a feeling or attitude. If customers are happy with a product or a service they have purchased
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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
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methods. Nike as a company used to be a very production focused company‚ that is‚ it focused on having a competitive advantage through inexpensive production and technologically superior product design. Most recently however Nike has opted to become a customer oriented company and that is to create products that Nike’s customers truly value. To do so it has had to do extensive research on all of its target segments in order to find out what each segment wanted out of the product. As Nike is a global
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THE BASICS PARTS OF THE ORGANIZATION An organization it is composed by an operating core and an administrative component made up by managers (strategic apex and middle line) and analysts (“technostructure” and staff)‚ partially responsible for their work. The strategic apex is composed by people having overall responsibility for the organization; they have the widest perspective of the organization. In Nike‚ the Board‚ which is elected by shareholders‚ is the ultimate decision-making body of
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Customer Service Unit one: Understanding the organisation Public Sector organisation - Public sector organisations deliver services to the public‚ examples include the NHS‚ local authorities‚ local council-run libaries‚ schools controlled by local authorities‚ and care homes. Commercial Sector organisation - A commercial organisation usually operates for the purpose of creating a profit from the sale of products and/or service. Third Sector organisation - Third sector organisations
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Silo Busting: How to Execute on the Promise of Customer Focus by Lance A. Bettencourt and Anthony W. Ulwick In 2001‚ under price pressure from the government and managed health care organizations‚ GE Medical Systems (now GE Healthcare) created a unit‚ Performance Solutions‚ to sell consulting services packaged with imaging equipment as integrated solutions. These solutions‚ priced at a premium‚ were intended to enhance productivity by‚ for instance‚ reducing patient backlogs. At the time‚ lots
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Customer service is the provision of a service to a customer. In healthcare‚ customers are the patients‚ their families‚ and communities. The service provided is healthcare. Many people access health care each day. It can be just a routine exam or more serious critical or emergency care. Also‚ it can be a surgery‚ laboratory work‚ radiology‚ immunizations and so on. Patients in the United States of America have the ability to choose healthcare provider. That is why hospitals and practices
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NIKE Part 1: Organizational Analysis 2/6/2013 NIKE Part 1: Organizational Analysis Table of Contents Executive Summary 3 Overview and History 4 Organizational Strategies and Innovation 5 Organizational Design and Effectiveness 6 Competitors 7 Organizational Structure 7 Board of Directors: 8 External Environment 9 Opportunities 9 Threats 9 Internal Environment 10 Strengths 10 Weaknesses 11 Competitors 11 Nike Products and Services 12 Information Technology
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