Fundamental objective - Total Customer
Satisfaction
Global competition is driving companies to improve their performance.
Product quality, cost, time-to-market, and customer service are some
of the factors that determine the winners. They are those that can
cope with the changing market requirements, institutionalize new
management philosophies, and implement advanced technologies to
improve their product and process. While larger corporations are well
positioned to meet, or even take advantage of these challenges,
smaller companies are constrained by limited resources. With limited
resources at hand they will have to quantify the impact of every
change, be it technology or management technique, before they try it
out. A wrong technological move could be the end of a product or even
the company. Sometimes it is cost-effective to utilize external
resources, form a consortium, or even a virtual enterprise.
Management policy
The company respects independent spirit, fundamental equality and
mutual trust of each human being who works for, or comes in contact
with the company. The management policy focuses on developing and
enhancing the essential character that every individual possesses -
such as freedom, creativity and hard work.
Key goals
- People
- Marketing
- Technology
- Product
- Manufacturing
- Service
Quality objective
“Maintaining an international viewpoint, we are dedicated to supplying
products of the highest efficiency yet at a reasonable price for
customer satisfaction”.
- Sustained quality excellence requires continuous process
improvement. This means, regardless of how good present performance
may be, it can become even better.
- People provide the intelligence and generate the actions that are
necessary to realize these improvements.
- Each employee is a customer for the work
done by other employees or suppliers, with right to expect good work
from others and an obligation to contribute work of high caliber to
those who, in turn, are his or her customers.
Conditions of customer listening
- It must serve to identify customers and determine their
requirements.
- It must indicate the extent of customer
satisfaction in absolute terms as well as relative to its
competitors
1. Customer Expectation Determination
- Market research teams
- Customer group/segmentation
- Competitive analysis/ differentiating factors
- Environmental scan
- New products / emerging market research
2. Customer Relationship Management
- Developing Relationship strategies
- Access to customer
- Continuous Customer feedback
- Conducting Transaction based surveys
- Establishing Customer focus groups
- Conducting lost customer analysis
- Employee feedback
3. Customer Satisfaction Determination
- Customer satisfaction measurement
- Competitive comparisons
- Dissatisfaction analysis
- Post -installation survey
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