服務(wù)利潤鏈經(jīng)典培訓(xùn)教程香港中文大學(xué)-wenkub
2023-06-14 10:52:34 本頁面
【正文】 s Provided to Customers 顧客滿意 Customer Satisfaction 利潤和增長 Profit and Growth 高質(zhì)量支持 服務(wù)和政策 HighQuality Support Services and Policies 滿意、忠誠及 生產(chǎn)率高的員工 Satisfied, Loyal and Productive Employees Customers顧客 Employees員工 顧客忠誠 Customer Loyalty 6 ? Customer loyalty and mitment are the primary drivers of growth and profitability. ? Customer loyalty and mitment emanate from customer satisfaction pared to petition. ? Customer satisfaction results from the realization of high levels of value pared to petition. ? Value is created by satisfied, mitted, loyal, and productive employees. ? Employee satisfaction results from several factors: – the ―fairness‖ of management, – the quality of one‘s peers in the workplace, – the opportunity for personal growth on the job, – capability, the latitude within limits to deliver results to customers, – levels of customer satisfaction achieved in customerfacing job, and – moary pensation. Drivers of ServiceProfit Chain 服務(wù)利潤鏈的驅(qū)動(dòng)力 7 Links in the Service Profit Chain 服務(wù)利潤鏈鏈接 ? 顧客滿意 Customer Satisfaction 顧客忠誠 Customer Loyalty 收入增長 Revenue Growth 盈利能力 Profitability 內(nèi)部服務(wù)質(zhì)量 Internal Service Quality 員工滿意 Employee Satisfaction 員工保留 Employee Retention 員工生產(chǎn)率 Employee Productivity 外部服務(wù) 價(jià)值 External Service Value 運(yùn)營戰(zhàn)略與服務(wù)傳送系統(tǒng) Operating Strategy and Service Delivery System ?workplace design ?job design ?employee selection and development ?employee rewards and recognition ?tools for serving customers ?service concept: results for customers ?service designed and delivered to meet targeted customers‘ needs ?Retention ?Repeat business ?referral 8 Case 1: Southwest Airlines 西南航空 ? Started by concentrating on serving intrastate, nofrills muters in Texas. – Now expanded to serve 58 cities ? Experienced 30 straight years of profits – Yielded an average 35% annual return to investors – The nation‘s fourthlargest domestic carrier ? ―Lessformuchless‖ positioning – Average flight time = 1 hour amp。1 Professor Jianmin Jia ServiceProfit Chain 服務(wù)利潤鏈 中國培訓(xùn)師大聯(lián)盟 2 如何把一個(gè)企業(yè)做強(qiáng)？ 員工和顧客應(yīng)該成為管理層考慮問題的核心所在。 oneway fare = $84 – only major short haul, lowfare, highfrequency, pointtopoint carrier – Low prices by not serving meals (just peanuts), not assigning seats (first e, first served), and not using travel agents. ? Customer value and employee satisfaction – Dependable, frequent, and friendly service at a low price – Its based click ?n save program has million subscribers for receiving special fare offers – It‘s easier to get into Harvard than to be hired by SWA (4% acceptance rate) – Awards for best ontime service, best baggage handling, and best customer service – Cheerful employees go out of their way to amuse, surprise, or entertain passengers (., introducing themselves to one another, then hug, then kiss, then propose marriage) – ProfitSharing and Stock Purchase Plan for SWA Employees – ―Southwest Airlines gives security to its employees, and security breeds loyalty‖ “Fun loving, casual airline” 9 Rankings of Eight Largest US Airlines for Revenue, Profit, OnTime Arrival, and Customer Service Complaints (1995) R e v e n u e ( i n b i l l i o n s)0246810121416Amer icanDel taNor thwestUni tedUSAi rTWACont inent alSout hwestDollarsP r o f i t a s a %o f R e v e n u e10123456Ameri canDel taNorthwestUni tedUSAi rTWAContinentalSouthwestPercentO n T i m e A r r i v a l s7072747678808284AmericanDeltaNorthwestUnitedUSAirTWAContinentalSouthwestPercentC u st o m e r C o m p l a i n
教學(xué)課件相關(guān)推薦
鄂ICP備17016276號-1